B2B Bank is looking for a talented customer service professional to join our team as a Customer Service Officer. This is an exciting opportunity for an enthusiastic individual who can resolve customer inquiries/concerns, and offer resolutions. The successful candidate for this role will have a strong command of the company's customer service policies, and be well-trained in product knowledge that can be critical for offering quick and accurate assistance to customers.
Deliver outstanding service to both internal and external clients that fulfills our Service Promise. Respond to product and services inquires over the phone and other communication channels. Resolve product or service inquiries, by clarifying the customer's concern; determining the cause of the concern; selecting and explaining the best solution to solve the problem; expediting correction or adjustment and following up to ensure resolution. Work alongside Senior Customer Service Officer/Assistant Manager providing recommendations for process improvement efficiencies specific to product offering procedures. Work closely with internal clients to improve the flow of information and procedural changes to ensure knowledge of product service offerings, procedures and policies are up-to-date to better service clients inquiries. Ensure compliance with current legislation, Bank policies, programs and procedures, as well as industry and Canada Revenue Agency's standards for clients. Participates in projects and carries out other ad hoc tasks. Share best practice with team members as required, ensuring individual and collective performance meets the current and future needs of the business. Promote and cross sell products and services as appropriate
Post-secondary degree or diploma and 1 to 3 years of related work experience in customer service, preferably in a call centre environment within a financial institution.
Bilingual (French/English) verbal and written communication skills are an asset.
Knowledge of banking, mortgage, investment accounts and investment lending products is an asset. Demonstrated listening, interpersonal verbal and written communication skills are required for the role. Proven customer service skills; solid listening skills in order to address customer's needs, ability to anticipate needs or problems; ability to problem solving and efficiently finding solutions. Excellent time management and organizational skills, with the ability to multi-task and meet deadlines. Demonstrate ability in core and role specific competencies including teamwork, adaptability, listening, interpersonal and verbal communication, results orientation, judgement.
We welcome and encourage applications from individuals from all groups, including aboriginal, women, visible minorities, and persons with disabilities, regardless of race, ethnicity, sexual orientation, creed, family status, national origin, age and gender. B2B Bank and/or the Laurentian Bank of Canada and their subsidiaries may collect, use or disclose personal information of job candidates for the purpose of establishing an employment relationship. Qualified candidates will be contacted. No unsolicited Agency referrals please.