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Financial Customer Servicing Advocate, Contact Center

Call Center/Customer Service
Call Centers
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As a Financial Customer Servicing Associate in the Credit Card Services contact center you will be responsible for rendering sound underwriting decisions via phone on new credit card applications, reviewing existing credit line extension requests and handle multiple lines of business such as loyalty program assistance, marketing and promotional assistance requests, as well as assisting clients with reconciling credit card statements and general customer service inquiries. In this position it is required that an unparalleled level of superior customer service be delivered upon to our existing and potential Neiman Marcus and Bergdorf Goodman Private Label Credit Card account holders.


Key Performance Requirements

Ability to analyze credit worthiness based on credit profile and structured lending models

Ability to communicate decisions that most effectively mitigate credit risk while applying sound understanding of established compliance and regulatory requirements

Ability to balance strong analytical and critical thinking methodology while maintaining the customer relationship and their loyalty to the organization

Must possess an extremely positive demeanor, be gracious, exceptional, and inspiring for our customers and co-associates

Must have strong working knowledge of computer software applications and operating systems with the ability to learn quickly and navigate through multiple systems simultaneously

Must have exceptional multi-tasking abilities

Must have the ability and desire to be the expert who masters their role by exceeding required productivity, customer service, and performance measurements

Must be an exceptional listener with a genuinely friendly telephone demeanor, while being able to quickly develop rapport with all customers

Ability to thrive in a fast paced, high pressure environment while still providing superior service and accuracy during every contact


Physical Environment

Inbound contact center, open 7 days per week, includes weekends, evenings, and holidays

Downtown Dallas location

Sitting for long periods of time in a cubical

Wearing headset for long periods of time

Highly time sensitive, fast paced environment which commits to meeting customer and retail store demand by excellent time management skills

Heavy keyboard/mouse usage required with repetitive movement

Exceptional attendance: ability to consistently adhere to the assigned work schedule; must be able to permanently work a schedule that can include evenings, weekends, rotating schedules and holidays

Must successfully complete on the job and classroom assessments and evaluations as required for this position

Must demonstrate the skills and knowledge trained in the classroom in a live production environment       

Two consecutive years of call center financial servicing experience, or combination of college education and experience

Three consecutive years of successful high end luxury customer servicing experience

Must have exceptional technical skills with the ability to navigate a high level of internal and web applications simultaneously

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Los Angeles and San Francisco Applicants: Neiman Marcus will consider for employment qualified applicants with criminal history as required by applicable law.
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