Customer Ops Coordinator

The Customer Operations Coordinator is a professional that play an important role in the day-to-day processes of Rogers Bank by supporting key activities related to Operations, Disputes and Customer Service. The position will report to the Manager of Back Office and Disputes.

What you’ll be doing:

• Manage shared Outlook mailboxes for the intake of reports and triaging technical and or customer issues.

• Support the management and performance of management processes ( liaise with vendors to collect status of evaluations, reporting, presentations)

• Manage Back Office activities related to training and development processes

• Perform key control oversight QA activities for Back Office and Disputes

• Maintain reporting on KPIs for Back Office and Disputes

• Support the creation of knowledge management materials.

• Track and analyze reject reports for trends and potential training opportunities.

• Support Customer Service with non designated level exception requests

• Responsible for the onboarding and maintenance of Rogers Bank and third-party employees

• Support the creation of monthly business report for Back Office and Disputes

• Accountable for processing all Credit Balance Refund requests via various channels and following Bank procedures when processing high dollar amounts.

• Collaborate with the Compliance team to notify customers of changes to account statuses based on relevant guidelines.

• Support Finance team with the validation of payment reversal requests and payment transfer requests.

• Review and action the Monthly Non-Canadian Address Report.

• Collaborate with third party vendor to contact customers with stale dated Credit Balance Refund cheques and document results of those efforts.

• Retrieve call recordings from third party vendor to aid in customer investigations or as apart of operations audit of record retention.

• Strong understanding of ADM, TS2, TCS, and Mastercom platform.

• Based on involvement in daily customer inquiry, resolutions and customer facing work, propose process improvements.

• On rotation for 24/7/365 after hours production issue identification and resolution.

• Other duties as assigned.

What you have:

• A minimum of 2 years industry experience in credit card Customer Service and/or Back Office operations

• Competency in Microsoft Word, Outlook and Excel, and the ability to learn new technologies/systems

• Effective multitasker who can work autonomously

• Strong interpersonal skills with an ability to interact with individuals across the organization

• Exceptional organizational and time management skills

• Excellent communication skills, written and verbal

• Ability to find customer answers quickly and accurately while using multiple resources

• Working knowledge of TSYS TS2

 As part of the recruitment process, the selected candidate will be required to complete a background check which includes credit and criminal checks.

Schedule: Full time
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 1 Mount Pleasant (083), Toronto, ON
Travel Requirements: None
Posting Category/Function: Banking & Operations
Requisition ID: 288026

What makes us different makes us stronger. Rogers has a strong commitment to diversity and inclusion. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential. At Rogers, we value the insights and innovation that diverse teams bring to work. We work with our candidates with disabilities throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You matter to us! For any questions, please visit the Rogers FAQ.
 
Posting Notes:  Corporate

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