Elavon provides businesses with one of the most secure, cost effective and comprehensive card payment processing services available on the market today. We are wholly owned by US Bancorp, the fifth largest financial holding in the United States of America. Elavon is a top 5 Acquirer in the European market place, with a significant presence in Ireland, the UK, Germany, Norway, Poland, Spain, Mexico, Brazil and USA. At Elavon we encourage employees to grow professionally and be challenged by a leader in the payments industry. We are looking for team members to help drive our growth. Above all, we look for people who are dedicated to providing value and superior service to our customers, to our shareholders and to our communities. Come join us.
For more details about us please see our web site: www.elavon.com
- Assist in evaluating and resolving complaints received from our acquiring customers. Complaints may be referred directly from the customer or alternatively, from various business lines across the organisation. Customer complaints are logged through our website, email, telephone, fax or letter.
- Work under guidance of financial rules, terms and conditions associated with contracting to acquiring services. The position often involves collaboration with our Legal Department in relation to Regulatory and Legal cases or those relating to Consumer Protection policies and procedures.
- Consistently ensure awareness of their responsibility to maintain professionalism, attentiveness, and ability to provide on-going assistance in each interaction with our customer.
- Process consumer complaints assigned to you, which includes written and oral communication with businesses and consumers within Complaints Handling guidelines.
- Provide informal mediation to businesses and consumers that file complaints with our organization.
- Maintain a regular and reliable work schedule;
- Responsible for monitoring complaint cases within the mailboxes and uploading to the central tracker to ensure timely execution of investigation and resolution;
- Performs quality review of completed investigations and documentation, guaranteeing that the content is complete and adequate;
- Able to recognize discrepancies in investigations practices and possesses a thorough understanding of the complaint process;
- Performs customer contacts as required, documents the customer call, writes customer letters, sends customer e-mails.
- Fluency in German in particular is required for this role and French or Dutch would be an added advantage.
- Ability to communicate with people in a professional and courteous manner in person, on the telephone, and through written communication;
- Ability to answer complex calls in a professional, understanding manner;
- Basic computer skills such as Word and Excel;
- Strong oral and written communication skills;
- Ability to work in a fast paced learning environment.
- Full time position, employment agreement;
- Excellent package including complex medical care, group insurance, Multisport card, language classes;
- Highly professional, multicultural environment and high standards of work;
- Professional trainings, opportunity to develop career path in organizational structures, support in career planning;
- Work in a dynamic team with a supportive inclusive culture and strong values;
- Interaction with Clients and Colleagues across the globe;
- Good atmosphere at work and comfortable working environment;
- Opportunity to participate in social and community projects.