Member Solutions Representative, Shop Way

Position: Member Solutions Representative, Shop Your Way

Job Description

JOB SCOPE:
The Outbound Agent supports a high-visibility Shop Your Way outbound calling campaign focused exclusively on contacting targeted members to introduce the SYW 5321 Visa Credit Card and guide them to their personalized offer within the Shop Your Way dashboard.

JOB SUMMARY:

The Outbound Agent is responsible for making a high volume of compliant outbound calls to Shop Your Way members to clearly communicate the SYW 5321 Visa Credit Card value proposition and guide members to their next step in the application process. The role requires confidence, professionalism, and resilience, along with strict adherence to scripting, regulatory requirements, and consumer privacy standards. Agents do not handle inbound calls, make credit decisions, or collect sensitive application data.

Responsibilities,

Skills, & Experience Requirements

Job Duties & Responsibilities

• Responds appropriately to and follows up on written correspondence, calls and emails initiated by Associates, customers, senior Leadership and business partners involving escalated customer satisfaction issues or process questions
• Interprets customer situations, interprets policy and procedures, uses good judgment skills within and outside policies and consults with Field management and Vendor contacts to determine and execute an effective and satisfactory resolution process
• Creates, updates and retrieves customer files to research and log facts surrounding complaints, actions and approach used to resolve issues, and uses multiple systems and tools to research the resolve issues
• Diffuses upset callers and attempts to retain members by resolving their account concerns by awarding courtesy points within set guidelines as well as assists with processes to prevent point fraud.
• Handles, transfers and/or provides information to members on inquiries that not part of the SYW program, such as credit cards, gift cards, Home Services orders/delivery status, etc.
• Works with data entry systems and screen navigation enabling access to customer information, striving to handle all customer contacts at the point of contact
• Maintains a high level of business knowledge as it relates to vertical business, as well as working knowledge of related businesses
• Supports continuous customer service improvement opportunities and assists department members with tasks relative to customer service as needed
• Communicates in proper Spanish if a certified Bilingual Spanish speaking advisor.
• Performs other duties as assigned

Job Requirements

• Superior Customer service skills
• Ability to research and interpret data relating to Shop Your Way, and to make sound business decisions using good judgment
• Exceptional oral communication skills and the use of proper professional business language
• Ability to work with minimal supervision
• Negotiation skills to resolve conflict
• Ability to learn detailed information, adapt quickly to changes, manage time, pay attention to details, and handle multiple priorities with data accuracy
• Ability to communicate in spoken and written English well enough to be understood by supervisors, co-workers, and customers
• Ability to meet the physical requirements of frequent sitting and some standing and walking, with bending and reaching as necessary
• Ability to demonstrate self‐control by maintaining composure and keeping emotions in check even in difficult situations

All employees/associates may in the course of their duties come in contact with Credit / Debit Card Data. If this data is exposed as part of their position in the site/center, the associate must protect that data as directed and required by the compliance team to ensure SHC’s compliance to current Payment Card Industry (PCI) Data Security Standards (DSS).

Preferred Skills

• Prior experience in a customer service role
• In-depth knowledge of the SYW program, policies, procedures and guidelines

Age Requirement

16+

Years of Experience

1 - 2 Years Experience

Travel Requirements

None

Country

United States

Work-In Address 1

REMOTE

Work-In Address 2

REMOTE

Work-In City

REMOTE

Work-In State

IL

Work-In Postal Code

REMOTE

Business

Transformco Corporate

Job Function

Call Center

Employment Category

Temporary

Compensation Range

$20.000

Additional Compensation Explanation

N/A

EEO/EOE Footer

Equal Opportunity Employer / Disability / Vet.

Posting Tags

#Call Center, #SYW

Company Brand

Shop Your Way

Location City

HOFFMAN ESTATES

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