Customer Care Analyst

at  Alberta Central

COMPANY OVERVIEW

The Prairie Payments Joint Venture (PPJV) is a joint venture owned by three Prairie centrals created to digitally transform and modernize payment services for credit unions in the Prairies. PPJV’s goal is to ensure prairie credit unions are competitive in payments and have access to efficient, modernized payments processing infrastructure.

POSITION REQUIREMENTS

• Grade 12, some post-secondary in a related field, with a minimum of 4 years related experience.
• Knowledge of Canadian Payment Association (CPA) rules and standards.
• Knowledge of electronic banking transactions.
• Able to handle varying and large volumes of customer inquiries with speed and a high degree of accuracy.
• Must be bondable.

• Provide first level support of our products and services to customers.
• Troubleshoot, resolve and document customer enquiries.
• Maintain high standards of customer service.
• Provide interpretation, guidance and recommendations to customers on procedures and regulations.
• Maintain records of outstanding and closed customer queries and produce operational metrics and reports.
• Research and implement best practices to ensure continuous improvement.
• Update and maintain internal databases.
• Proactively provide feedback and recommendations to other operational departments on processes and documentation.
• Support risk management by following established policies, procedures and controls both corporately and within area of responsibility and escalate discrepancies to management.
• All other duties as assigned.