Bilingual Customer Care Representative-French/English - InComm - Norcross, GA

Responsibilities:

• Answer inbound customer service phone inquiries related to InComm financial service cards (Visa, MIO and others) in accordance with the Financial Services Customer Service Manual; or related training material
  


• Handle all phone inquiries related to Fast card PIN’s, Carrier PIN’s, Bellsouth and other related long distance cards powered by Fastcard or the parent company (Interactive Communications). Based on training Customer Service training manuals and other related materials provided by InComm.
  


• Answer calls in timely manner in accordance with InComm goals for call intake;
  


• Provide timely, accurate and courteous responses to the customers concerns or questions in accordance’s with Incomm’s regulations.
  


• Receive Cardholder Visa Card registration calls and order Visa Cards via the Customer Service website;
  


• Perform basic Cardholder Customer Service functions in an accurate, timely and courteous manner; i.e. Lost/Stolen Cards, forgotten PINs.
  


• Perform redemption of a pin for a customer that is having an issue with using the IVR (i.e. Process trouble tickets on issues regard the customer lost of minutes, Redeem PIN for Cingular customers based on they have monthly account and not a prepay account.)
  


• Perform inquiries for customer calling regarding their Long Distances cards; (i.e. Review the cost to call certain countries (Argentina, Mexico, etc.), Reload customer’s reloadable Long Distances card with the customer credit card information, Process trouble tickets on regarding charge in question, Process trouble tickets on issues regard the lost of minutes)
  


• Follow Escalation Event procedures in accordance with Incomm’s Customer Service Manual. (i.e. Duplicate PIN, PIN added to the incorrect account by Customer Care, Potential fraud issues)
  


• Document Cardholder Customer Service activities;
  


• Follow Escalation Event procedures in accordance with Financial Services Customer Service Manual. (i.e. Chargebacks, disputes, potential fraud, etc.)
  


• Understand, utilize and adhere to the Financial Services Customer Service Manual to govern Customer Service Activities;
  


• Understand, utilize and adhere to SnapPay/MIO desktop application, Payment Manager, and proper navigation of www.miocard.com .
  


• Answer inbound customer service email inquiries related to InComm financial service cards (ATM, Visa, MIO and others) in accordance with the Financial Services Customer Service Manual or related training material and Answer inbound Fast card customer service email inquiries related to InComm Ecommerce online service cards (www.fastcard.com)in accordance with the Ecommerce Customer Service Manual; or related training material
  


• Meet reporting requirements as designated by Supervisor or other InComm Management; including but not limited to AUX time, quality scores, hold time, and availability.
  


• Other Financial Services Customer Service activities as designated by Supervisor or other InComm Management.
  

Qualifications:

• Must be able to sit for an 8 hour shift while talking to customers through a headset and use a computer to read and enter information.
  


• High school degree or equivalent.
  


• Strong verbal and written communication skills are critical.
  


• Bilingual (Spanish/English or French/English) is required.
  


• Basic windows computer, internet and MS Office skills are needed.
  


• 2 years customer service experience required, prior call center experience preferred.
  


• Financial Card (ATM, Visa, MasterCard, etc.) customer service experience ideal.
  


• Must successfully pass criminal background and consumer credit check.
  


• We are open 24/7; shift flexibility is a must.
  

InComm provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, citizenship, veteran’s status, age, disability status, genetics or any other category protected by federal, state, or local law.

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