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Job Summary
The Customer Care Department is driven by a talented group of customer experience professionals who take great pride in building customer and brand loyalty through positive customer interactions. The Customer Care Associate (WAH) is responsible for providing a superior and efficient experience on inbound customer service calls from customers and in-store members of brand partner organizations while adhering to all procedural and regulatory guidelines. The Customer Care Associate is responsible for a multitude of inquiries including (but not limited to) Fee Inquiries, Statement Reviews, Credits/Return Calls, Loyalty Rewards Calls, Credit Line inquiries, Dispute intake and authorization requests for credit card products that Bread Financial offers to its customers.
Job Description
Essential Job Functions
Customer Experience - Answer a variety of inbound customer service calls from customers in the retail environment. Efficiently build a connection with customers through care, empathy, listening, acknowledgement and through providing accurate information. Interact professionally, respectfully, and energetically to mutually resolve customer inquiries through negotiation and education. Recognize when to leverage resources to resolve customer inquiries. Demonstrate ownership and accountability without placing blame.
Build Relationships – Serve as a brand ambassador to assist the brand partner associates and customers with in-store transactions. Work independently and as a part of a team. Actively engage with teammates to achieve common goals through knowledge sharing.
Communication –
Demonstrate outstanding verbal and written communication skills when working with internal and external partners. Explain complex topics in a clear and concise manner. Respond well under pressure and appreciate ambiguity as a normal business condition. Give and accept feedback as a matter of practice. Document interactions and update customer records in company systems. Utilize knowledge of Microsoft Office tools such as Outlook and Teams to execute daily work.
Reports to:
Supervisor
Distinctions (if applicable): work at home
Working Conditions/ Physical Requirements:
Normal office environment, some travel may be required.
- Work from home office; Travel to care center site as needed (if applicable). Job requires sitting the majority of workday. Schedule flexibility to work 40 hours per week including days, evenings and weekends.
- Workspace Environment- A dedicated workspace that is able to simulate an office environment. The room should provide an area that separates you from others while working.
- Equipment- Bread Financial will provide you with the equipment to work from home. This equipment is able to be used for work purposes only.
- Internet/Phone- Bread Financial requires W@H associates to have internet access in order to perform the responsibilities of their role remotely. At a minimum, associates working from home are required to have Cable or Fiber Residential Broadband Internet Service at the following minimum speeds: 25Mbps Download / 5Mbps Upload. This access enables the W@H associate to connect to information and other resources within Bread Financial. Satellite, DSL, Cellular (i.e. 4G and 5G), Microwave, and other types of connectivity are not permitted for use due to their limited speeds and/or less stable connectivity. Additionally, a wired ethernet connection is required.
- Location- Although this position is considered work at home, the candidate must reside within the same state or 60 miles from their current physical Bread Financial location or hub.
Direct Reports: 0
Minimum Qualifications:
High School Diploma or GED required
- Must be able to attend 4 weeks of Customer Care training Monday through Friday, 8/28/23 - 9/22/23 from 10:00am - 6:30pm EST.
Preferred Experience:
Six months, or more, of customer service experience in retail, food service, hospitality, call center or related experience
Pay Range:
$18.00 - $24.00
The actual base pay within this range may be dependent upon many factors, which may include, but are not limited to, work location, education, experience, and skills.
Bread Financial offers medical, prescription drug, dental, vision, and other voluntary benefits (including basic and optional life insurance, supplemental medical plans, and short and long-term disability) to eligible associates (regular full-time associates scheduled to work 30 hours per week or more) and their spouses/domestic partners, and child(ren) under the age of 26. New associate elected coverage begins on date of hire (with the exception of disability coverage which has a 6-month waiting period). Six weeks of 100% paid parental leave for eligible parents is available after a 180-day waiting period. Hired associates, both full time and part time, can immediately enroll in Bread Financial’s 401(k) plan.
All associates receive 11 paid holidays. Full-time hourly associates receive two grants of Paid Time Off (“PTO”) in January and July based on their service date and scheduled hours, whereas newly hired full time hourly associates in their first year of employment receive a prorated PTO grant on their 61st day of employment based on the month of hire and scheduled hours. Associates will receive a payout of any unused PTO, up to 40 hours, paid out in the next calendar year. Hourly associates receive 72 hours of Paid Sick Leave per calendar year and pro-rated in the associate’s first year of employment.
Hired associates will be able to elect to purchase company stock during offering periods in June and December.
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About Bread Financial
At Bread Financial, you’ll have the opportunity to grow your career, give back to your community, and be a part of our award-winning culture. We’ve been consistently recognized as a best place to work in many markets and we’re proud to promote an environment where you feel appreciated, accepted, valued, and fulfilled—both personally and professionally. Bread Financial supports the overall wellness of our associates with a diverse suite of benefits and offers boundless opportunities for career development and non-traditional career progression.
Bread Financial is a tech-forward financial services company providing simple, personalized payment, lending and saving solutions. The company creates opportunities for its customers and partners through digitally enabled choices that offer ease, empowerment, financial flexibility and exceptional customer experiences. Driven by a digital-first approach, data insights and white-label technology, Bread Financial delivers growth for its partners through a comprehensive product suite, including private label and co-brand credit cards, installment lending, and buy now, pay later (BNPL). Bread Financial also offers direct-to-consumer solutions that give customers more access, choice and freedom through its branded Bread Cashback American Express® Credit Card and Bread Savings products.
Headquartered in Columbus, Ohio, Bread Financial is powered by its 7,500+ global associates and is committed to sustainable business practices.
- Bread Financial offers competitive pay, a comprehensive selection of benefit options including 401(k).
- The Company is an Equal Opportunity Employer.
- Any applicant offered employment will be required to establish that they are legally authorized to work in the United States for the Company.
- The Company participates in E-Verify.
- The Company will consider for employment all qualified applicants, including those with a criminal history, in a manner consistent with the requirements of all applicable federal, state, and local laws, including the Los Angeles Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York City Fair Chance Act. Applicants with criminal histories are encouraged to apply.
- The Company complies with the Americans with Disabilities Act (ADA), as amended, and all applicable state/local laws. The Company will provide accommodations to applicants needing accommodations to complete the application process. Applicants with disabilities may contact the Company to request and arrange for accommodations. If you need assistance to accommodate a disability, you may request an accommodation at any time. Please contact the Recruiting Team at
TaOps@breadfinancial.com.
Job Family:
Care Center Operations
Job Type:
Regular
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