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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates proficiency in Customer Service procedures and solutions, with strong verbal, written, and active listening communication skills. Capable of utilizing Microsoft Office products and EML technology products to enhance team and customer efficiency.
Highest-signal resume keywords
Customer Service ProceduresMicrosoft Office ProficiencyEML Technology ProductsProblem Solving SkillsEffective Communication Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Microsoft TeamsMicrosoft WordMicrosoft ExcelMicrosoft PowerPointEML AtlasEML Cardspot
Soft Skills
Active ListeningDiplomatic ApproachFlexibilityDetail-OrientedAdaptability
Certifications & Qualifications
Bachelor's Degree
Industry Keywords
Service Level AgreementsCustomer Frustration SolutionsProfessional CommunicationConfidentialityTeam Collaboration
About the role
Key responsibilities & impact- Answer a high volume of inbound calls and maintain a rapid response rate according to agreed Service Level Agreements (SLAs)
- Make outbound calls to merchants, programs, or cardholders as needed
- Professionally communicate in all formats, both internally and externally
- Identify solutions to defuse customer frustration and minimize escalations to Team Leads and Managers whenever possible
- Establish and maintain effective working relationships with customers and EML team members
- Maintain regular, consistent, and professional attendance and punctuality
- Translate documentation when bi/tri-lingual
- Pursue personal development of professional skills and technical knowledge necessary for effective role performance
- Perform other duties as assigned
Requirements
What you’ll need- Bachelor’s degree and/or 2 years of equivalent work experience
- Proficiency with Microsoft Office products, especially Teams, Word, Excel, and PowerPoint
- Proficiency with EML technology products, including Atlas and Cardspot
- Excellent verbal, written, and active listening communication skills
- Strong problem solving and confident decision-making skills
- Diplomatic approach with tact, patience, courtesy, tolerance, and openness of mind
- Knowledge of Customer Service procedures and solutions
- Flexibility with schedules and deadlines
- Able to work independently with minimal supervision and guidance
- Maintain confidentiality of information, as appropriate
- Perform detail-oriented work accurately with frequent interruptions
- Open and adaptive to change
- Supportive of department goals and priorities
- Desire to drive improvements in team and customer efficiency
- Offers are conditional on satisfactory pre-employment background screening, which may include a criminal record check
Benefits
Comp & perks- 20 days' paid time off a year, plus 5 additional flex-time days once qualifying PTO has been used
- Paid birthday leave
- 2 paid volunteering days a year
- Enhanced paid parental leave: 12 weeks for primary carers and 4 weeks for secondary carers
- Medical and prescription cover through Meritain, with EML paying 90% of the premium, including $0 preventive care and telemedicine
- Access to a Health Savings Account (HSA) through UMB
- Dental and vision cover through Guardian, with EML paying around 75% of the premium
- Employer-paid short-term disability (60% of salary) and long-term disability (60% of salary), with the long-term disability premium reimbursed by EML
- Employer-paid basic life and AD&D insurance ($30,000), with voluntary cover available for you and your family
- Support with one relevant professional membership a year