Client Escalations Coordinator
Job Description

Client Escalations Coordinator

On behalf of our client in the Banking Sector, PROCOM is looking for a Client Escalations Coordinator.

Client Escalations Coordinator – Job Description

  • During training, the resource will work closely with 3 pre-paid staff members to learn the processes and systems.
  • Once trained, the resource will work with clients, banking centre leads, and representatives from client care groups.
  • There will be a blend of working with front line staff to resolve issues and communicating with the client.
  • This resource is accountable for supporting the day-to-day handling of client escalations related to the Smart Prepaid product and inclusive credit card benefits and insurance.
  • Review client escalations and coordinate with internal and external partners to resolve the issue and respond to the client in a timely manner
  • Support day-to-day relationship management and operational/technical issues for Smart Prepaid cards and all Credit Cards benefits.
  • Weigh reasonability against operational considerations and program/product policies to best resolve the issue in a timely and efficient manner
  • Recommend updates to products, process and client communications to improve the client experience
  • Work with partners across the Bank and external partners / vendors to support the business
  • Work closely with Frontline teams to create internal awareness and education about the programs and support Frontline colleagues with knowledge and tools to help meet client needs
  • Articulate a direction to other partners who may be engaged in the solution implementation
  • Once escalations have leveled out this resource will work on projects where they will use their client escalation expertise to provide input on enhancements to processes and procedures - they will act as the SME on how changes will impact client experience

Client Escalations Coordinator – Mandatory Skills

  • 3-4 years' experience in a front-line customer service role (could be face to face or contact centre experience - they must have an understanding of what is required to service a client)
  • Banking experience
  • Familiar with payment products, some experience with credit or debit cards
  • MS Office, proficient in Excel, and PowerPoint
  • Strong communication skills, both written and verbal
  • Ability to build rapport with individuals across the bank
  • Ability to apply an analytical mindset to complex situations to identify the most efficient solution to meet the needs of the client
  • Goes above and beyond to deliver results

Client Escalations Coordinator – Nice to Have Skills

  • Experience with pre-paid cards
  • University degree
  • Familiar payment industry systems - TSYS, FDR

Client Escalations Coordinator - Assignment Start Date

ASAP – 12 months to start

Client Escalations Coordinator - Assignment Location

Downtown Toronto

Job Requirements


Company Overview

For 35 years, Procom has been pushing the envelope in North American IT staffing solutions. Driven by a senior management team of seasoned recruitment professionals, we have offices in 14 locations in the US and Canada and service all major IT markets.

When we started out in 1978, tech jobs were just being integrated into the workplace. We have been a part of shaping the landscape of IT in Canada ever since, placing IT consultants in major businesses in all sectors, including banking, telecommunications, and retail.

Through all the peaks and valleys of the IT industry, we have consistently done one thing: helping IT professionals discover the next chapter in their career.

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