º Respond to telephone queries relating to products in a reliable and also expert manner, in compliance with total performance requirements, as well as departmental service standards. º Settle client concerns regarding their documents with close cooperation with other interior stakeholders, such as Debt Officers, Administration Officers, as well as Company Development staff. º Reviews and reacts to created inquiries from customers, puts together and distributes data for resolution of client concerns, and also intensifies problems that are beyond their extent. º Refine regular, written ask for info between phone calls. º Maintain exceptional as well as current understanding of attributes, plans and also treatments regarding the products and services. º Assist Senior Citizen Customer Service Police Officer and also Assistant Supervisor in developing brand-new scripts, Quick Reference Guides, and Question-Answer Files concerning both brand-new and also present item offerings, processes, procedures and also legislative adjustments. º Cooperate in the preparation of the weekly routine for the Call Centre. º Work closely with all item owners to enhance the circulation of details as well as step-by-step modifications within their divisions and Client service. º Monitors and follows-up on escalated call tickets. º Functions very closely with inner clients, to boost the circulation of details and execute any type of step-by-step changes. º Explains and also ensures compliance with current legislation, Bank plans, programs, as well as procedures, as well as sector and Canada Earnings Company’s requirements for customers. º Follow new product info as well as promos, organizational policies and treatments, market criteria and fads, as well as legislation by Canada Revenue Agency. º Contribute concepts to promote performance as well as a greater criterion of service within the Call Centre. º Takes part in special projects and executes any other comparable or basic task at the demand of their premium or that may be required by their feature.
º Post-secondary level or diploma as well as 1 to 3 years of associated job experience in customer support, ideally in a telephone call centre environment within a banks. º Completion of Mutual Fund of Canada training course (IFIC) or Canadian Securities Program (CSC) is a possession. º Experience with 5S, Kaizen Principles, Six Sigma or other Continuous Improvement techniques is an asset. º Great understanding of financial, home loan, investment accounts and also investment lending products. º Demonstrated listening, interpersonal verbal as well as written interaction abilities are required for the function. º Proven customer service abilities; solid listening abilities in order to attend to consumer’s requirements, ability to anticipate needs or troubles; capability to trouble resolving as well as efficiently locating options. º Superb time administration and organizational skills, with the capability to multi-task and satisfy target dates. º Show capacity in core and also role particular competencies including teamwork, versatility, paying attention, social and also verbal communication, results alignment, reasoning.
Equity, Variety & Incorporation: We are proud to be a level playing field employer and also are committed to fostering an inclusive and also easily accessible work environment that shows the variety of our consumers as well as our areas. We welcome and motivate applications from people from all groups, including Native people, ladies, visible minorities, as well as individuals with impairments, despite race, nationwide or ethnic origin, colour, religion, age, sex, sexual preference, gender identity or expression, marriage status, family members status, genetic attributes, disability or any other legally-protected ground.
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