Bilingual Customer Centre Support

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.

Job Summary
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…