About this role.
This is a full-time, work-from-home bilingual (English/French) customer care role within NTT DATA's credit card contact centre. The representative will handle incoming calls from cardholders and financial partners, addressing inquiries and supporting products like rewards, balances, and card applications. The role also involves promoting services, resolving complaints, and maintaining customer satisfaction, requiring strong analytical and problem-solving skills. It offers flexible rotational shifts and is open to residents of four Canadian provinces. The pay rate is $20.00-$21.17 per hour, with a yearly salary range of $40,000-$42,000.
Role DNA
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Job Complexity
3/5Pace & Pressure
4/5Autonomy Level
3/5Communication Load
4/5Salary analysis
Estimated compensation compared with the broader CA market for similar roles.
Core skills
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Cover letter sample
Dear Hiring Manager,
I am excited to apply for the Bilingual Financial Customer Care Service Representative position at NTT DATA. With my fluency in both English and French and my experience in customer service, I am confident in my ability to provide exceptional support to cardholders and financial partners.
My background includes handling high-volume inbound calls, resolving customer issues, and promoting products that meet client needs. I am comfortable with Microsoft Suite applications and have a strong attention to detail when documenting transactions.
I thrive in fast-paced environments and am committed to the credit union philosophy of 'people helping people.' I look forward to contributing to NTT DATA's client-focused culture and would welcome the opportunity to discuss my qualifications further.
Sincerely, [Your Name]
Sample interview questions
I remained calm and listened attentively to the customer’s concerns without interrupting. I empathized with their frustration, apologized for the inconvenience, and took ownership of the issue. I then analyzed the root cause, offered a practical solution that met both the customer’s needs and company policies, and followed up to ensure they were satisfied. This approach turned a negative experience into a positive one, and the customer thanked me for my help.
I would first identify the customer’s needs through active listening and asking open-ended questions. If the service matches their spending habits or financial goals, I would clearly explain its benefits, such as rewards or interest rates, and connect it to the customer’s needs. I would use a consultative approach rather than a pushy sales pitch, and I would always ensure the customer understands the terms and feels comfortable with the offer.
It means providing the same level of clarity, empathy, and professionalism in both languages, making the customer feel understood and valued. I usually pause briefly to mentally switch context, and I make use of glossaries or resources if necessary. I also confirm with the customer if they have a language preference and always double-check my responses for accuracy to avoid misunderstandings.
I prioritize effective time management and take short breaks to recharge when needed. I also stay positive by focusing on the impact of each interaction, reminding myself that every call is an opportunity to help someone. Additionally, I keep a structured routine and stay hydrated during shifts. I believe that maintaining a friendly tone and staying mentally sharp are key to delivering consistent service.
I admire NTT DATA’s commitment to both employee growth and client success, and I appreciate the inclusive, people-focused environment described in the job posting. My strong customer service background, bilingual skills, and genuine interest in helping others align perfectly with the 'People Matter' value. I am eager to contribute to a global organization that values collaboration and making a difference for clients, and I see this role as a great opportunity to grow professionally while supporting the company’s mission.
Req ID: 384496
With people at the heart of our success, NTT DATA is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters. It’s our belief in possibility that drives us, but it’s our people that make it happen. At NTT DATA, what you do matters.
A Career at NTT DATA Means:
- Having ongoing opportunities to GROW your career- we offer barrier-free learning with multiple self-learning tools available.
- Being part of a global organization where you can BELONG – in an inclusive working environment where you are free to be your best self. We’re committed to building a people-focused environment where you can shine, no matter who you are.
- Belonging to a team where you can make a DIFFERENCE – to your clients, colleagues, and communities. Your ideas are embraced, impactful, and keep us agile.
- Being part of a global PIONEER – where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.
What else does NTT DATA Offer? We’re glad you asked!
- All equipment required for you to be successful in your role
- Virtual paid training
- Comprehensive benefits package (medical, vision, and dental)
- Employee Assistance Program
- RRSP program options
- Short- and Long-Term Disability options
- Rewards and Recognition programs
- Internal career advancement opportunities
Position Overview:
The successful candidates will be responsible for the membership experience through providing best in class credit card support and services. The Bilingual Financial Customer Care Service Representative will be a valued member of the Credit Card Contact Centre team and will report into a Team Leader.
Position: Bilingual Financial Customer Care Service Representative
Position Status: Full time – Work from Home
Hours of Work: Monday-Sunday rotational shifts
Location: Open to residents of Alberta, Manitoba, New Brunswick, and Nova Scotia
Rate of Pay: $20.00/Hr – $21.17/hr Bilingual (English/French)
Responsibilities:
- Manage incoming phone inquiries and requests from cardholders and financial institution partners which include, but not limited to general inquires, secure code, website support, points/rewards programs, card applications, sales, escalations, retention, activation’s, balance inquiry.
- Responsible for introducing and promoting new services in a business development capacity.
- Maintaining timely problem resolution and high levels of customer satisfaction.
- Validating customer information, and requests. Identify the customer’s needs through customer contact.
- Analyze information presented by the caller to process next step according to the nature of the inquiry.
- Remain current on program information and business initiatives, as well as corporate products and processes.
- Identify and resolve complaints while influencing the situation to achieve a mutually satisfactory solution ensuring the escalation process is followed as necessary.
- Accurately complete appropriate documentation for required transactions.
- End call by completing necessary actions to fulfill customer requests.
- Other duties as required.
Requirements:
- Excellent communication skills in both English and French is required.
- Previous sales experience considered an asset.
- Demonstrated analytical and problem-solving skills.
- Proficient in Microsoft Suite Applications
- Positive attitude and demonstrated ability to get along with others.
- Professional telephone manner and literacy required.
- Minimum of 3 months Customer Service experience
- Credit/debit card processing and financial institution operations experience preferred.
- Ability to offer products and services that align with customer profile and needs.
- Align with the credit union philosophy of “people helping people” and the company’s core values: People Matter, Collaborate for Results, Ownership Perspective and Embrace Change.
- Available for all required shifts, including evenings and weekends.
Working From Home Requirements:
- High Speed internet with a minimum 30mb/s download and 10mb/s upload speeds (No Satellite Internet)
- A physical space where you can fit your PC and Monitor near a router or modem that is private and free of distraction.
- You must be connected via Ethernet port and not by Wi-Fi.
- Ability to download and use the Google Authenticator app.
- Must have IOS 11 or Android version 10 (or newer).
This job posting is for future vacancies. Applications are screened with AI technology and reviewed by NTT DATA recruiters.
#BIND
Inclusion. Belonging.
Unleashing the power of being unique.
We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.
At NTT DATA what you do matters. Because here YOU can.
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