Responsibilities: • To manage ongoing escalation cases to ensure prompt, effective and efficient resolution for customer issues on the President’s Choice Financial MasterCard program • Manage offline queues to ensure that they are within 48-hour SLA • To track the appropriate reason for these escalations, which assists the analytical processes and reporting regarding customer escalations • To seek solutions to customer issues, as an agent of the President’s Choice brand and an advocate for the product • To liaise with customers for further information, to provide updates and to prompt for documentation • To liaise with all areas of the PCB/NTT DATA partnership to ensure a thorough and complete understanding and resolution of any and all customer escalations • To escalate concerns, where appropriate, and as requested by customers Requirements: • French language is mandatory • 6 months minimum tenure working on the President’s Choice Financial MasterCard program. • 1-2 Years of Customer service background, with experience in the Credit Card industry. • Previous experience with handling escalated calls preferred. • Demonstrate a high level of confidence while dealing with escalated situations/customers. • Flexibility in mindset and in approach to ensure individualized customer service catered to the specific customer issue or need at hand; ability to think outside the box to achieve resolution. • Excellent time management skills. • Must be open to constructive feedback from supervisor, operational leads and team coordinator • Must work well with limited timelines. • Excellent organizational and communication skills, using tact and diplomacy both within the organization and with customers. • Bias for action.