CXAi is a digitally powered, human-delivered Global Customer Experience Management organization with multiple locations in Canada and abroad. We provide a wide range of business solutions to help businesses thrive. We are a sought-after solutions partner for Omni Channel CX, Digital Transformation, Consulting, and Technology solutions.
Our mission is to deliver elevated customer experiences to our clients, leveraging deep operational knowledge and process expertise, a strong and versatile technology stack, and a diverse geographic footprint. We focus on engaging early with our clients and leverage a consultative approach to deeply understand our clients’ brands and design customized solutions to complex customer challenges.
We are seeking WFH French/English Bilingual Customer Service Specialists to join our team. You will act as the concierge to our valued customers while assisting them with their banking needs.

• Provide exceptional customer service while responding to all inbound risk inquiries, including, by not limited to, the following call types:
• Pending applications due to fraud or credit risk.
• Credit Limit increases.
• Merchant support.
• Adjudication of applications pended for credit. Review to determine eligibility based on credit guidelines.
• Adjudication of select applications pended for fraud risk.
• Validate and verify applicants over the phone to mitigate application fraud.
• Review supporting documentation to confirm the applicant’s identity and customerrequests for increased credit limit assignment.
• Support merchants in completing the application process for point of sale/real-time credit application process.
• Adhere to established departmental escalation procedures, Quality Standard Guidelines, and requirements and controls in relation to PCI compliance standards.
• Report customer feedback by adhering to the established escalation matrix.
• Remain tactful and composed when handling conflict and stressful situations while maintaining a high level of customer service and retaining goodwill.