Job Summary

The Customer Care Department is driven by a talented group of customer experience professionals who take considerable pride in building customer and brand loyalty through positive customer interactions. The analyst is responsible for providing a superior and efficient experience on inbound and outbound customer service calls and emails from customers, while adhering to all procedural and regulatory guidelines. The associate is responsible for a multitude of inquiries including (but not limited to) Fee Inquiries, Credits/Return Calls, Credit Limit inquiries, Dispute intake and authorization requests for products that Bread Financial offers to its customers.

Essential Job Functions

Customer Experience - Answer a variety of inbound customer service calls and emails from customers. Efficiently build a connection with customers through care, empathy, listening, acknowledgement and through providing accurate information. Interact professionally, respectfully, and energetically to mutually resolve customer inquiries through negotiation and education. Recognize when to leverage resources to resolve customer inquiries. Demonstrate ownership and accountability without placing blame.
Build Relationships - Serve as a customer advocate to assist customers with transactions. Work independently and as a part of a team. Actively engage with teammates to achieve common goals through knowledge sharing.
Communication - Demonstrate outstanding verbal and written communication skills when working with internal and external partners. Explain complex topics in a clear and concise manner. Respond well under pressure and appreciate ambiguity as a normal business condition. Give and accept feedback as a matter of practice. Document interactions and update customer records in company systems. Utilize knowledge of Microsoft Office tools such as Outlook and Teams to execute daily work.

Reports to: Lead or above

Working Conditions/Physical Requirements: Normal office environment, no travel required.

Direct Reports: None

Minimum Qualifications:

Bachelor's Degree
2 to 4 years of customer service experience in call center or related experience
Must be able to pass English Spanish Assessment

CUSTOMER CARE ASSOCIATE

Spanish Customer Care Associate