Your Role

As a member of the Credit Services Team, the Customer Loyalty Advocate is responsible for handling inbound call servicing for multiple lines of business. Primary call types include loyalty and promotional program assistance, earned gift card exceptions and private-label payment liaison assistance.

What You’ll Do

• Ability to communicate effectively following standardized operating procedures
• 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

What You Bring

• Exceptional attendance: the 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
• Prefer 1-2 years of call center or customer service experience or a combination of college education and experience
• Must have exceptional technical skills with the ability to navigate a high level of internal and web applications simultaneously

Inclusive Benefits

• Medical, Dental, and Vision Benefits, including wellness and healthy lifestyle support, for associates, spouses, domestic partners, and children
• Flexible Spending Account for eligible medical and dependent (day care) expenses
• Disability Benefits, including Short-Term Disability providing income replacement up to 26 weeks
• 16 weeks Paid Parental Leave, 2 weeks of Paid Family Leave, and Adoption Support of $10,000
• Paid Time Off, including 6 paid holidays, 1 week in first year and then 2 weeks of vacation, 7 sick days, and 2 personal days per full year of service
• Retirement Savings Plan (401K) with NMG matching and $20,000 Term Life Insurance paid by NMG with additional voluntary coverage available
• Financial Solutions, including Credit Union membership, pay advances via PayActiv, tuition reimbursement, and scholarship opportunities
• NMG Associate’s Core Discount of 30% with multiple in-store opportunities for an additional 30% off across select brands
• NMG Matching Gift Program up to $2,000 to eligible non-profits, Hardship Assistance Grants up to $7,500 for Associates, and a volunteer opportunity hub through NMG’s All Heart Program
• Personal and Professional Development Opportunities with 16,000+ online learning opportunities, including NMG’s Fashion Your Future, LinkedIn Learning, MasterClass, BetterUp, Connected Leaders Academy, 9 Associate Community Networks, and additional personalized learning experiences
• NMG Discount Marketplace featuring 1,000s of products and services with over $5,000 in saving

Additional Information

• Posting Date: May 5, 2023
• Overtime Status: Non-exempt