Credit Card Call Center Representative

Credit Card Call Center Representative 

What We Need

Corpay is currently looking to hire a Credit Card Call Center Representative within our NA Fuel division. This position falls under our NAL/P line of business and is located in Nashville, TN. In this role, you will be responsible for supporting all customer needs by supporting day-to-day client needs through inbound calls, outbound calls, emails, or other communication channels. Client loyalty is the primary focus and measure of success. Creating an easy, reliable customer experience that is mindful of the client’s needs is the driving force behind our Credit Card Call Center Representative creation of loyalty. Client loyalty will also be achieved through anticipating customer needs, responding quickly to requests, inquiries, and issues as well as creating value through facilitating the best possible use of Corpay products and Services. This role is the client advocate for other departments creating a single point of contact for complex issues and needs that require another department’s support. The Credit Card Call Center Representative creates value by recommending best practices and uses of Corpay Products and Services including cross-selling lead and product offers.

To be effective in this role, the Credit Card Call Center Representative must have a broad and deep understanding of all Corpay products and services and be able to articulate how these are best used within the customers operating environment. The Credit Card Call Center Representative will have full-service ownership of all Corpay customers in a shared servicing team environment. All non-sales decisions about the daily operational structure of the customer are the responsibility of the Fleet Advisor. All ancillary departments will defer to the Credit Card Call Center Representative or collaborate with them when resolving complex problems and decisions that affect their account. You will report directly to the NAL/NAP Fleet Advisor Supervisor and regularly collaborate with Sales Agents and other departments.

How We Work

As a Credit Card Call Center Representative, you will be expected to work in a hybrid environment. Corpay will set you up for success by providing:

• Assigned workspace in Nashville, TN and home office set up
• Company-issued equipment
• Formal, hands-on training
• Monthly home internet stipend

Role Responsibilities

The responsibilities of the role will include:

• Creating and maintaining client loyalty with client contacts that are at times diverse in terms of needs, professional skill, caller role, and experience
• Being an expert in handling Corpay specific products, systems and processes
• Training customers by phone or web to help quickly implement Corpay products and services or educating new client users of Corpay products and services
• Researching and resolving credit inquiries and problems proactively, resulting from invoicing, cash application, credit reconciliation, moving lines of credit, credit increases, write-offs, and other customer issues related to credit
• Tuning the account set-up and general product usage to enable the best possible client value from Corpay Products and Services
• Acting as the single point of contact for Corpay by representing all departments (Credit, RCS, Card Management ITS, etc.)
• Researching and reporting patterns and trends that may affect customers including system outages or technical issues
• Collaborating with sales teams to identify account growth opportunities for additional Corpay products or services

Qualifications & Skills

• Ability to perform each essential duty satisfactorily
• Reliable, have the will to serve others, and demonstrate the ability to continuously learn new products, services, and skills
• Customer Driven – Customer Service is a competitive differentiator; as a result, this role must demonstrate exceptional Customer Care skills and provide exceptional customer service
• An effective Fleet Advisor must have a deep understanding of all Corpay products and services, and be able to articulate how these are best used within the customer’s operating environment
• Deliver genuine empathy when appropriate demonstrating concern and care for clients
• Be able to independently anticipate and proactively address internal and external customer needs
• Prioritize and align activities around the needs of the customer
• Be able to take internal and external customer feedback and experience to continuously improve individual performance and service delivery
• Deliver understanding and knowledge that deliver the trusted advisor role
• Resilience – Resilience is needed to handle difficult situations
• Able to demonstrate mastery of Corpay systems, data, reporting, and processes
• Able to learn quickly and use resources
• Attention to detail – Able to act to prevent mistakes, follow procedures closely, and keep records accurate and up-to-date
• Communication – Strong oral and written communication skills are required
• Able to practice active and attentive listening skills, demonstrate proficient grammar, and deliver clear concise professional communication
• Adaptability – Adaptability and change management skills are required
• At times juggling multiple account management projects and activities while maintaining sharp attention to detail
• Able to systematically gather information, seek input from others, address the root cause of issues, and make timely decisions
• Dependability – Strong dependability is required
• Teamwork – Consistently demonstrating teamwork is required
• Directly contributes to a positive work environment by seeking solutions to challenges and avoiding unproductive distractions
• Follows instructions, responds well to direction, takes responsibility for own actions, and meets or exceeds departmental policies
• Negotiating – Working knowledge of negotiating skills is required
• Deliver Results – Demonstrate work standards, a sense of urgency about results, do everything possible to meet customer needs and deadlines, persist in the face of repeated challenges, and accept personal responsibility for delivering a customer experience that drives customer loyalty.

Benefits & Perks

• Medical, Dental & Vision benefits available the 1st month after hire
• Automatic enrollment into our 401k plan (subject to eligibility requirements)
• Virtual fitness classes offered company-wide
• Robust PTO offerings including: major holidays, vacation, sick, personal, & volunteer time
• Employee discounts with major providers (i.e. wireless, gym, car rental, etc.)
• Philanthropic support with both local and national organizations
• Fun culture with company-wide contests and prizes

Equal Opportunity/Affirmative Action Employer

Corpay is an Equal Opportunity Employer. Corpay provides equal employment opportunities to all employees and applicants without regard to race, color, gender (including pregnancy), religion, national origin, ancestry, disability, age, sexual orientation, gender identity or expression, marital status, language, ancestry, genetic information, veteran and/or military status or any other group status protected by federal or local law. If you require reasonable accommodation for the application and/or interview process, please notify a representative of the Human Resources Department.

For more information about our commitment to equal employment opportunity and pay transparency, please click the following links: EEO and Pay Transparency

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