Bilingual Guest Specialist Bilingual Call Center - Full-time / Part-time

JOIN US AS A BILINGUAL GUEST SPECIALIST

Similar Industry Titles and Key Words: Financial Services and Call Centers

Assisting our guests, including Spanish speaking guests, efficiently and effectively by handling calls with high quality and professionalism, while achieving performance and service goals. Providing a Target branded guest experience and call support to each guest, with specialized calls for Target Visa, Target Card and Target Check Card retention, disputes and acquisition initiatives. Assisting team members, merchants and Target Stores with issues related to credit services, check and credit authorizations. Negotiating acceptable payment arrangements with delinquent accountholders ensuring our credit and store relationships are protected. Minimizing financial fraud loss and risk for all FRS credit cards through initiating guest/victim fraud cases while reviewing, identifying and tracking fraud trends. Reviewing Target REDcards for suspicious fraudulent activity and prevent additional FRS and Target Corporation losses and supporting internal credit departments and Assets Protection as a contact point. Thoroughly researching assigned transaction and payment disputes cases in a timely and efficient manner and ensuring they are resolved according to Visa guidelines, internal procedures, and federal regulations. Establishing relationships with guests in order to enhance and deepen guest relationships drive, guest loyalty and increase sales.

Use your skills, experience and talents to be a part of groundbreaking thinking and visionary goals. As a Bilingual Guest Specialist, you'll take the lead by…

• Supporting all previously acquired skills as Senior Guest Relationship Representative, as well as other call center functions.
• Receiving and processing guest contacts requesting account closure. Facilitating dialog to understand closure reason and based on risk assessment present the appropriate retention offer tools to retain the guest relationship.
• Resolving problems/processing errors while listening and engaging the guest in order to support loyalty, retail, product and credit offer initiatives where appropriate. Completing work with accuracy and efficiency in all aspects of assigned work.
• Handling calls from past due cardholders to negotiate payment arrangements and solutions.
• Developing a strong and complete understanding of policies and procedures and supporting compliance when handling Target Visa, Target Debit Card and Target Card guest service calls
• Developing and maintaining strong knowledge of our REDcard online account management sites. Assisting guests with understanding site navigation and functionality while promoting our online account management sites and encourage guest self-service.
• Identifying underlying guest and/or system issues to drive resolution and following-up on guest service issues and concerns.
• Providing team members assistance, training, and mentoring as needed.
• Using on-line resources, including but not limited to QuickSource, electronic journal, pharmacy rewards and Target.com web-based applications to assist and resolve guest issues. Reviewing and restricting accounts from further credit fraud losses from a wide variety of sources (Assets Protection, Credit Teams, Credit systems (Authorizations, TSYS) and Fraud detection systems (CardGuard, IVR, ACAPS, Scorecards, etc.)
• Owning the ability to quickly adapt and support new collection strategies, tools or tactics to better serve our guests.
• Responsible for clearly understanding and abiding by all credit policies and procedures, account payment terms, billing/collection systems and various state and federal laws, rules and regulations governing credit and collections. Maintaining a thorough knowledge of Visa regulations, federal regulations and Target internal guidelines as related to all DR work types including payment and transaction disputes and Fraud.
• Demonstrating problem solving skills by probing or making suggestions for the handling of exceptional account situations (e.g., bankruptcy, CCC, deceased, legal, fraud, billing disputes, etc.).
• Performing “courtesy calls” using an automated dialer to confirm credit card activity with cardholders.
• Ensuring disputes are documented and resolved in accordance with federal guidelines, Visa guidelines and Target internal policies. Accurately process time sensitive work regulated by Regulations Z and Regulation E
• Collaborating with various internal and external partners for research including Credit Media, Facility, Sales Auth, Target Stores, Remittance Processing Center, Accounts Receivable Control, merchants, acquiring banks, Central Cash Management, Fraud Resolution, Fraud Detection and FRS Guest Operations.
• Evaluating transaction detail to process chargeback’s and account and financial adjustments.
• Other duties as assigned.

Requirements

• High School diploma or GED
• 1 year call center experience
• Mastering required skill sets of previous levels, using solid negotiating and active listening skills that drive for results
• Communicates effectively by conveying verbal & written information clearly and concisely
• Consistently demonstrates a positive attitude, relates well to others, and acknowledges the accomplishments of others.
• Solves problems by using logic and common sense with strong attention to detail
• Ability to use various computer systems to answer questions and identify problems to resolve inquiries and issues in a fast-paced, rapidly changing, large team environment
• Ability to go beyond the guest’s initial question or concern and promote credit/retail related information and products