Bilingual Customer Service Representative

About NCR Atleos

NCR Atleos, headquartered in Atlanta, is a leader in expanding financial access. Our dedicated 20,000 employees optimize the branch, improve operational efficiency and maximize self-service availability for financial institutions and retailers across the globe. NCR Atleos was ranked #12 in Newsweek’s prestigious 2025 Top 100 Global Most Loved Workplaces® list.

Reporting to the Customer Service Manager, the Bilingual Customer Service Representative is on the front-line to answer incoming customer calls and address and/or direct customer inquiries and concerns for our French and English-speaking customers. They are also responsible for helping manage and maintain the operational status of our terminals.

This individual is a catalyst to ensure Access Cash General Partnership provides the highest quality of customer service.

From time to time, this individual will complete other duties as assigned by management, and assist with special projects.

Major Responsibilities

Customer Service Information Management – 17.5%

• Manage Canadian Customer Service voicemail in conjunction with other Bilingual CSRs, checking voicemail each morning, opening calls and inputting in ERP system, handling majority of inquiries but returning customer calls; delegating voicemails, when needs proper escalations to other departments.
• Manage generic “Info Email” inbox in conjunction with other Bilingual CSRs, responding to customers directly or forwarding to other internal stakeholders based on customer service inquiry through ERP system.
• Regularly review and maintain personal Dispatch Q, determining what can be handled without being dispatched to additional departments and close items in que once they have been completed.

Merchant Customer Support – 40%

• Primary responder to English and French incoming calls on Canadian Merchant phone queues, determining nature of inquiry and attempt to resolve by retrieving information.
• Open service calls ERP system and dispatch to the applicable parties, opening new or existing service calls, adding all applicable notes and dispatch to Service Department for furtherance.
• Reviewing status of open calls in ERP system and following up where necessary, reviewing past notes and adding all applicable notes for furtherance to appropriate internal stakeholder based on nature of the call.
• Handle merchant inquiries about the WEB Portal; receiving inquiries about where to find reports on the web portal, setting up alerts, creating groups, and overall help understanding which report they are looking for.

Cardholder Customer Support – 20%

• Primary responder to English and French incoming calls on Canadian Cardholder phone queues, answering incoming calls to understand nature of inquiry and attempt to resolve by retrieving information.
• Write down cardholder information and review Webmon to investigate issues of pay dispense inaccuracy or stuck cards, verifying transactions, advising the cardholder of information populating in Webmon, reviewing ERP system if terminal is connected to RMS to review journal entries; asking cardholder to send pictures of receipt that shows error, if possible; or if cannot confirm this issue, direct cardholder to call their bank to open a network trace for them.
• Enter all notes in ERP system, logging each interaction with cardholder throughout the process.
• Conduct full investigation for Walmart cardholder inquiry, requesting journal entries from internal stakeholders and to have Cash Loaders balance a terminal to see if there is an overage to show money is stuck in the terminal if journal entry is fine; and inform cardholder if adjustment is granted based on evidence or recommend they discuss issue with their bank if no evidence verifies this.

3rd Party Loaders Customer Support – 5%

• Primary responder to English and French incoming calls on Canadian 3rd Party Loaders phone queues, answering incoming calls to understand nature of inquiry and attempt to resolve by retrieving information.
• Opening service calls in our database and dispatching to the applicable parties, inputting necessary information; calling Dispatcher or Service Technician or Service Supervisor directly if urgent call to inform them to review information in ERP system.

Zero Transactions (0TX) Issue Investigation Support – 15%

• Review 0TX terminals daily, monitoring daily queries in ERP system for inactive ATMs.
• Identify 0TX service issues, reviewing error code in Webmon to determine why the terminal did not process, either out-of-cash or out-of-service.
• Review ERP system to determine if site is seasonal or occasional when error code indicates out-of-cash or out-of-service issue, checking transaction history, confirming specific dates of an event; calling merchant to investigate why an ATM isn’t processing, informing customer that their terminal is out-of-cash or out-of-service; asking when they expect terminal to be active if down due to site renovations/maintenance; and opening a service call in ERP system, adding notes on interaction.
• Manage service call when ATM is out-of-cash or out-of-service for Direct Sites, advising merchant of issue and how to resolve, dispatching Service Technician at merchant’s request, and noting interaction in ERP system; monitoring ERP system to see if 0TX issue re-populates and following-up with merchant accordingly, if issue is unresolved. 
• Manage service call when ATM is out-of-cash for Plus Sites, checking ERP system for next loading date, adding notes, and dispatching to Cash Operations to ensure they are aware of the issue.
• Manage service call when ATM is out-of-service for Plus Sites for all error codes but card reading or communication issues, verifying the error code in Webmon; dispatching to Remote Services (RMS) team when error code states anything but card reading or communication issue, ensuring proper notes are in system; confirming with RMS when error is fixed and checking Webmon to verify; adding notes to ERP system if terminal is still not working and dispatch a Service Technician to resolve on site.
• Manage service call when ATM is out-of-service for Plus Sites for error codes stating card reading or communication issues, verifying the error code in Webmon; dispatching to the appropriate territory Dispatcher to send a Service Technician to resolve.

Self-Development – 2.5%

• Attend and participate in team meetings, providing feedback in relation to areas handled as part of role.
• Review performance with manager, with the intent to enhance productivity, capacity and capability.

Education and Training

• High school diploma or GED.
• Post-secondary education, an asset.
• Training in communication, soft skills and best practices for dealing with customers, an asset.

Experience, Technical Skills, and Key Competencies

• At least 3 years bilingual call centre experience
• At least 5 years customer service-related experience
• Dispatch experience, an asset
• Bilingual administrative experience, an asset
• Fully proficient in Microsoft Office applications, specifically MS Outlook & MS Word
• Fully proficient in English (verbal and written).
• Fully proficient in French (verbal and written).
• Knowledge and understanding of best practices for dealing with customers
• Pays attention to detail.
• Excellent verbal and written communication skills that allow individual to inform, help and clearly advise customers and to effectively liaise with other professionals
• Calm demeanor and ability to stay focused throughout stressful calls; ability to remain courteous.
• Active listening, with the ability to clarify customer needs and anticipate problems and resolutions
• Strong time management skills & the ability to work independently
• Ability to quickly learn database management systems and navigate complex systems with ease
• Open to learning; a commitment to improve customer service skills on an ongoing basis
• Ability to learn and implement new procedures

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Offers of employment are conditional upon passage of screening criteria applicable to the job.

EEO Statement
NCR Atleos is an equal-opportunity employer. It is NCR Atleos policy to hire, train, promote, and pay associates based on their job-related qualifications, ability, and performance, without regard to race, color, creed, religion, national origin, citizenship status, sex, sexual orientation, gender identity/expression, pregnancy, marital status, age, mental or physical disability, genetic information, medical condition, military or veteran status, or any other factor protected by law.

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The Company has an accommodation process in place and provides accommodations for employees with disabilities. If you require a specific accommodation because of a disability or a medical requirement, please contact Human Resources via e-mail at [email protected] so that arrangements can be made for the appropriate accommodations to be in place.