The Sr. Agent (Credit) role represents the management team and helps provide team direction, guidance and support. The role requires flexibility to move between production work and support activities.
• Floor Support – assisting team, answering questions and providing support for challenging calls or reviews. Real time service level management, workflow assignments. Live call listening and coaching.
• Project and Audit work – Quality and audit review. Work activities as assigned by Supervisor
• Escalations – handling second level escalation calls
• Production work including:
o Maintaining/exceeding established standards and targets and adhering to all credit policies, procedures and guidelines.
o Administering and controlling credit terms and limits.
o Perform all credit limit reviews, reinstatements and account maintenance
o Assessing credit worthiness of prospective customers and approving / recommending and negotiating credit terms and limits appropriate to the customer’s requirements and ability.
o Initial fraud review of applications and taking appropriate action
o Converse directly with the card holder or applicant
o Liaison effectively with other areas that impact the Credit Department