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Job Summary

The Customer Care Department is driven by a talented group of customer experience professionals who take great pride in building customer and brand loyalty through positive customer interactions. The Customer Care Advocate is responsible for providing a superior and efficient experience on inbound customer service calls from customers and in-store members of brand partner organizations while adhering to all procedural and regulatory guidelines. The Customer Care Advocate is responsible for a multitude of inquiries including (but not limited to) Fee Inquiries, Statement Reviews, Credits/Return Calls, Loyalty Rewards Calls, Credit Line inquiries, Dispute intake and authorization requests for credit card products that Bread Financial offers to its customers.

 

Essential Job Functions

• Customer Experience - Answer a variety of inbound customer service calls from customers in the retail environment. Efficiently build a connection with customers through care, empathy, listening, acknowledgement and through providing accurate information. Interact professionally, respectfully, and energetically to mutually resolve customer inquiries through negotiation and education. Recognize when to leverage resources to resolve customer inquiries. Demonstrate ownership and accountability without placing blame

• Build Relationships – Serve as a brand ambassador to assist the brand partner associates and customers with in-store transactions. Work independently and as a part of a team. Actively engage with teammates to achieve common goals through knowledge sharing.

• Communication – Demonstrate outstanding verbal and written communication skills when working with internal and external partners. Explain complex topics in a clear and concise manner. Respond well under pressure and appreciate ambiguity as a normal business condition. Give and accept feedback as a matter of practice. Document interactions and update customer records in company systems. Utilize knowledge of Microsoft Office tools such as Outlook and Teams to execute daily work.

Reports to: Lead or above

Working Conditions/ Physical Requirements: Normal office environment, no travel required.

Direct Reports: None

Minimum Qualifications:

• Degree Required: Bachelor’s Degree or equivalent
• Years of Work Experience Required: 1 to 2 years of customer service experience in call center or related experience
• Must be able to pass English Assessment

Other Duties

This job description is illustrative of the types of duties typically performed by this job. It is not intended to be an exhaustive listing of each and every essential function of the job. Because job content may change from time to time, the Company reserves the right to add and/or delete essential functions from this job at any time.

• All job offers are contingent upon successful completion of credit and background checks.

• Bread Financial is an Equal Opportunity Employer.

Job Family:

Care Center Operations

Job Type:

Regular