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Job Summary
The Customer Support Associate provides best-in-class support to customers, embodying a customer-obsessed attitude. Joining our rapidly growing contact center, associates will handle a variety of tasks and must be adaptable and proactive.
Essential Job Functions
- Field a variety of inbound customer service calls and emails, providing empathetic and accurate assistance, and resolving inquiries through negotiation and education. Recognize when to leverage resources to resolve customer inquiries. Demonstrate ownership and accountability without placing blame. - (50%)
- Navigate customers through using the product, identifying and troubleshooting technical issues that surface. Identify and track customer issues and complaints to ensure transparency and improve the customer experience - (30%)
- Develop a thorough understanding of the product, and identify gaps to improve workflow and interdepartmental communication. - (15%)
- Adhere to evolving processes to maintain efficiency and achieve operational excellence. - (5%)
Minimum Qualifications
- High School Diploma or GED
- 1+ years call center support experience, or successful completion and fulfillment of departmental promotional criteria
- Must be able to pass the bilingual assessment.
Preferred Qualifications
- 2+ years call center experience
- Knowledge of e-commerce and payments landscape
- CRM experience (Salesforce Service Cloud)
Skills
- Customer Service
- Financial Services Industry
- Customer Relationship Management (CRM)
- Salesforce Service Cloud
- Required to pass French and Spanish Assessment
Reports To: Supervisor and above
Direct Reports: 0
Work Environment
- Call Center environment. Schedule flexibility to work 40 hours per week including days, evenings, weekends and some holidays.
Physical and Mental Requirements
To perform this job successfully, an individual must be able to perform each essential job function satisfactorily and meet the physical, mental and work environment requirements. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential job functions, absent undue hardship.
- Communicate/Hearing
- Communicate/Talking
- Stationary Position/Seated
- Typing/Writing
- Focus and complete tasks in situations that have a speed or productivity metric
- Maintain focus in high pressure or fast-paced work environment
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.
Typical Pay Range:
$18.55 - $29.55
Full Pay Range for position:
California: $21.30 - $36.95
Colorado: $18.55 - $31.05
New York: $20.40 - $36.95
Washington: $19.45 - $34.00
Maryland: $19.45 - $32.50
Washington DC: $21.30 - $34.00
Illinois: $18.55 - $32.50
New Jersey: $21.30 - $34.00
The actual base pay within this range may be dependent upon many factors, which may include, but are not limited to, work location, education, experience, and skills.
This job is eligible for 10%/hr premium for hours worked between 5pm-6am and all weekend hours (given specific requirements are met).Bread Financial offers medical, prescription drug, dental, vision, and other voluntary benefits (including basic and optional life insurance, supplemental medical plans, and short and long-term disability) to eligible associates (regular full-time associates scheduled to work 30 hours per week or more) and their spouses/domestic partners, and child(ren) under the age of 26. New associate elected coverage begins on date of hire (with the exception of disability coverage which has a 6-month waiting period). Six weeks of 100% paid parental leave for eligible parents is available after a 180-day waiting period. Hired associates, both full time and part time, can immediately enroll in Bread Financial’s 401(k) plan.
All associates receive 11 paid holidays. Full-time hourly associates receive a bi-annual grant of Paid Time Off (“PTO”) in each January and July based on their service date and scheduled hours, whereas newly hired full time hourly associates in their first year of employment receive a prorated PTO grant on their 61st day of employment based on the month of hire and scheduled hours. Associates will receive a payout of any unused PTO, up to 40 hours, paid out in the next calendar year (except associates in Alaska, California, Colorado, Montana and Nebraska who are paid for all unused PTO). Additionally, hourly associates (except those in California) generally receive 72 hours of Paid Sick Leave Plus (“PSL+”) per calendar year, with a pro-rated grant in the associate’s first year of employment to the extent allowed by applicable law. If additional PSL+ is required in a particular jurisdiction, the company with comply with applicable law. Unused PSL+ does not carry over from one calendar year to the next unless required by applicable law. Instead of PSL+, hourly associates in California receive 80 hours of Paid Sick and Safe Time (“PSST”) upon hire and at the beginning of each subsequent calendar year.
Hired associates will be able to elect the purchase company stock during offering periods in June and December.
Click here for more Benefits and PTO information.
About Bread Financial
At Bread Financial, you’ll have the opportunity to grow your career, give back to your community, and be part of our award-winning culture. We’ve been consistently recognized as a best place to work nationally and in many markets and we’re proud to promote an environment where you feel appreciated, accepted, valued, and fulfilled—both personally and professionally. Bread Financial supports the overall wellness of our associates with a diverse suite of benefits and offers boundless opportunities for career development and non-traditional career progression.
Bread Financial® (NYSE: BFH) is a tech-forward financial services company providing simple, personalized payment, lending and saving solutions. The company creates opportunities for its customers and partners through digitally enabled choices that offer ease, empowerment, financial flexibility and exceptional customer experiences. Driven by a digital-first approach, data insights and white-label technology, Bread Financial delivers growth for its partners through a comprehensive suite of payment solutions that includes private label and co-brand credit cards and Bread Pay® buy now, pay later products. Bread Financial also offers direct-to-consumer products that give customers more access, choice and freedom through its branded Bread Cashback® American Express® Credit Card, Bread Rewards™ American Express® Credit Card and Bread Savings® products.
Headquartered in Columbus, Ohio, Bread Financial is powered by its approximately 7,000 global associates and is committed to sustainable business practices. To learn more about Bread Financial, visit breadfinancial.com or follow us on Facebook, LinkedIn, X and Instagram.
- Bread Financial offers competitive pay, a comprehensive selection of benefit options including 401(k).
- The Company is an Equal Opportunity Employer.
- Any applicant offered employment will be required to establish that they are legally authorized to work in the United States for the Company.
- The Company participates in E-Verify.
- The Company will consider for employment all qualified applicants, including those with a criminal history, in a manner consistent with the requirements of all applicable federal, state, and local laws, including the Los Angeles Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York City Fair Chance Act. Applicants with criminal histories are encouraged to apply.
- The Company complies with the Americans with Disabilities Act (ADA), as amended, and all applicable state/local laws. The Company will provide accommodations to applicants needing accommodations to complete the application process. Applicants with disabilities may contact the Company to request and arrange for accommodations. If you need assistance to accommodate a disability, you may request an accommodation at any time. Please contact the Recruiting Team at TaOps@breadfinancial.com.
Job Family:
Care Center Operations
Job Type:
Regular
