Group Lead, Customer Relationship Agent

  • Accounting/Finance
  • Full time
  • 6 days ago
  • Canada
  • Salary Dollar $30.7K–$100.3K / Yearly

Job Description

Group Lead, Customer Relationship Agent


Responsibility # 1– Financial
Responsible for allowing Objective Financial to strike all growth targets with fostering and also expanding connections between Intention as well as each individual client by providing class leading front-line assistance.
Liability # 2– Customer
In charge of working as the key preliminary point of call and also resolution between customers and Objective offering excellent customer needs acknowledgment and also with the expectation to achieve first call resolutions with each client.
Demonstrates energetic paying attention integrated with an all-natural curiosity to involve with clients to determine the customer’s demands and requirements on a case-by-case basis.
Do comprehensive portfolio testimonial as well as expedition with each client to make sure that all their monetary needs are being dealt with by Objective when as well as where feasible.
Constantly follow-up and also do what is agreed upon to continue to construct a strong trusting partnership with the client.
Develop and maintain a relationship of depend on, common respect, caring and expertise with each specific customer through words as well as actions.
Make Sure the CRM (Customer Connection Management) device within T24 is used on every customer communication to guarantee appropriate documents as well as to allow various other Intention employees to give each client with the very same level of customer service.
Assist as well as lead client partnership agents in completing everyday activities consisting of taking care of telephone call quantities, e-mails and various other day-to-day demands as needed.

Responsibility # 3– Assistance
Be an adjustment champ for brand-new items, services, processes, and markets as Objective Financial grows in range and dimension.
Display and reply to customer voicemails to the shared Objective Financial voicemail and either respond to the enquiries or relay the required info to the best person.
Display as well as reply to customer emails to the common Motive Financial inbox when proper and to make sure that any kind of client facing communications are consistent.
Help the customer assistance team when called for with jobs as well as obligations that are beyond the typical extent of the work for a client relationship representative.
Total as well as keep all regulative related jobs and also requirements that are appointed and also be aggressive in recognizing any type of existing voids in existing processes.
Give peer-to-peer mentoring when suitable to guarantee the entire Motive group is operating with the same understanding of all processes and procedures.
Guarantee plan and procedures are complied with to ensure Intention’s retail administration is functioning efficiently and also follows suitable plans & governing demands in all areas of retail financial as well as retail procedures consisting of loaning, down payments, and investments.
Liability # 4– People
Aid Manager, Customer Relationships in the management and also training of Client Relationship Agents
Help in the once a week division conferences to assist spread info, success tales and understandings from each day.
Job properly with management and support personnel to boost professionalism and trust, productivity, and team achievement.
Inspire count on by being open, truthful, and direct in communication, fulfilling dedications as well as acting morally in all ventures.
Treat all stakeholders with professionalism and reliability, self-respect and regard and also sustain an atmosphere where individuals can add as well as stand out.
Show solid interpersonal skills that add to functioning successfully in a diverse working environment.
Approve responsibility as well as liability for actions and also outcomes.
Choose guided by sound judgment and also noise organization reasoning.
Prepare and also frequently testimonial annual goals and also job development plan with manager/supervisor.
Promote cooperation and also dedication within the CWB Group towards the accomplishment of common objectives enabling productive group communication.
Knowledge, Skills as well as Abilities
Education and learning
Post-secondary diploma or degree in a pertinent area would certainly be taken into consideration an asset

Expert Experience
3+ years of sales experience, banking experience would certainly be an asset
1+ years of monitoring and individuals leader experience collaborating with customer assistance functions
Personal Expertises
Highly adaptive person that can provide leadership in times of uncertainty and also continuously transforming competitive atmospheres
Highly arranged with a capacity to keep numerous various tasks on the go at once to help all Intention employee
Ability to think purposefully and also tactically to accomplish the efficiency metrics and also goals established
Capability to share duty and deal with others to guarantee that Motive is inevitably successful
Solid management skills and comfort working in ambiguous settings and also setups
Outbound personality, comfy talking with as well as meeting new individuals on a continuous basis
Solid job ethic and favorable team perspective
Proven client service and troubleshooting skills
Exceptional problem resolution as well as objection handling abilities
Makes prompt, enlightened choices that consider truths, objectives, restraints and also dangers
Plainly conveys info using the tools essential, engaging the audience to make sure the message is delivered and comprehended, creating a favorable impression with confidence and respect
Responds well to alter – able to approve change, with a favorable attitude, as a natural event of any organization
Shows respect, keeps confidentiality, and also honors commitments
Protects efficiency, drive as well as focus for prolonged periods of time, while keeping calmness in very difficult or unfavorable circumstances
Follows policies and treatments when completing jobs
Takes individual obligation
Very versatile, with solid interpersonal skills that enable one to work effectively in a varied working environment
Able to manage people sensitively, respectfully, diplomatically, as well as expertly constantly
Strong interest to detail

Impact as well as Magnitude of Job (Scope).
This function has no direct records.
Tasks often include modifying established methods or procedures, identifying, and evaluating problems/situations and utilizing difficulty capturing strategies to get to a solution.
This position has actually set target dates and variations of work. Specific target dates are to be fulfilled and periodically there are big quantities of job to manage in minimal time.
Is led by precedent and clearly defined policies and also procedures. Job is handled rather than supervised, as well as results/outcomes are analyzed at routine periods.

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