Apprentice

About the Role

Provide exceptional customer service by handling high volume of calls and addressing customer inquiries. Understand customer needs, offer personalized solutions and promote card member benefits. Make relevant product recommendations to enhance customer engagement and loyalty.

Key Responsibilities

• Utilize skills, experience, and passion for customer service to help propel your team and its business partners to success.
• Consistently deliver extraordinary service on a high volume of inbound calls in a fast-paced, structured, customer care environment with a keen focus on driving a Customer First mentality.
• Consult with Card Members to understand their needs and tailor unique and personal solutions for them, while also reinforcing the benefits of card membership and acknowledging Card Member tenure.
• Add value for customers through unexpected relevant recommendations of product offers/benefit enrollments that deepen customer engagement and loyalty.
• Utilize a “service oriented” personality to develop key selling skills to optimize and solidify the customer relationship by deepening their loyalty to our brand.
• Address general and account-specific customer inquiries: statement inquiries, card replacement, make payments, rewards redemption, etc., and update customer account information.
• Use tools and resources to identify custom solutions and anticipate customer needs, in commitment to maintain a first point of contact resolution.
• Meet and exceed performance goals that include, but are not limited to sales rates, quality goals, compliance regulations, productivity targets, and customer performance metrics.

Requirements & Tech Stack

• Bachelor’s degree
• Not more than 5 years of difference between highest education degree completion date and joining date.
• Should not have enrolled in any prior Government Apprenticeship programs.
• Strong attention to detail and accuracy.
• Good communication and interpersonal skills.
• A willingness to learn and adapt to new tasks and challenges.
• Ability to maintain confidentiality.
• Technical savvy to multi-task and navigate through multiple computer systems and applications, simultaneously, with speed and accuracy.

Preferred Qualifications

• Strong written and communication skills to converse effectively and naturally with Card Members to deepen client relationships and drive satisfaction.
• Resilience needed to efficiently manage a steady stream of customer calls, while balancing performance to meet a variety of metrics and remain positive through change and stressful situations.
• Ability to showcase humility and show care and appreciation through emotional acknowledgment of customer queries/situations on each call.
• Integrity to manage sensitive Card Member information and adhere to all Regulatory and Compliance guidelines related to servicing and sales practices.
• Driven to please by providing the ultimate experience for Card Members on every interaction.
• Timeliness and reliability.