Credit Specialist - Financial Support Team (Start Date: Monday 1st February 2027)
Core
Support customers facing financial difficulties, bereavement, and loss of income with consultative problem-solving and end-to-end account management.
Role type
Senior IC customer support specialist (financial support)
Builds
Customer care solutions and estate settlement processes for Card Members
Domain
Consumer banking and financial services
Deliverable
client delivery
Required skills
empathy, active listening, negotiation, analytical skills, decision-making, adaptability, computer literacy
Preferred skills
contact center experience
Technologies
multiple computer systems and applications
Responsibilities
Demonstrate empathy and compassion in every interaction, especially during sensitive and vulnerable conversations. Maintain a calm, non-judgmental tone, even in high-pressure scenarios. Offer consultative support and recommending products or solutions tailored to each Card Member. Provide compassionate, end-to-end support to customers experiencing bereavement, guiding executors and authorized representatives through the process of closing accounts and settling estate-related affairs with clarity, sensitivity, and adherence to regulatory and internal policies.
Seniority
Entry-level to Junior, supported by experienced team members initially