Position Overview

The overall objective of this role is to address consumer dispute issues as well as Fraud Dispute Processing. This position will report directly to the Manager of Client Services

Principle Responsibilities

• Manage consumer inquiries, ensure proper investigation and timely resolution that is compliant with departmental standards.
• Provide consumers with transactional and inquiry activity.
• Escalate any/all feedback, processing delays and errors appropriately.
• Ensure adherence to all departmental standards, policies, and procedures.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm’s reputation and safeguarding NCB, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.
• Other administrative duties as needed.

Principle Objectives and Expectations

The Customer Service Representative is an entry-level position responsible for assisting in consumer related activities and providing resolutions in coordination with the NCB policy and procedures. The objective of this role is to address consumer disputes, both Validation of Debt and Fraud.

Experience

• 2-4 years of relevant experience preferred.
• Experience in customer service
• Proficient in Microsoft Office and Excel
• Proven critical thinking and crisis management skills used to problem solve and make decisions.
• Consistently provide mindfulness to ensure accuracy.
• Consistently demonstrate clear and concise written and verbal communication
• Consistently deliver high-quality customer service with focus on building client relationship and achieving results
• High school diploma or equivalent

Conclusion

This job description is to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this Company. This job description is not to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.