Bilingual Banking Contact Center Rep - Inbound II (French and English)

Our client, a leading Canadian banking institution, is looking for an Contact Center Representative to join their Regulatory Fulfillment team. We are looking individuals who is provides a broad range of operational support and perform general to specialized processes for own functional area within Operations & Technology.

Contract term: 23/04/2018 to 10/02/2019 (10 months), possible extension and conversion

Pay rate: $19.00/hour

Full-time: 37.5 hours

Rotational schedule: Mon-Fri,  8am - 4pm; or 10am-6pm; or 12pm - 8pm (flexibility to work within this time frame)

Must have:

• Organizational skills
• High attention to detail
• Excellent communication both written and verbal
• excellent customer service

Nice to have:

• Previous call centre experience 
• previous Banking experience in Admin Apps

Job Description:

• The role of the officer within the Regulatory Fulfillment team will provides a broad range of operational support and perform general to specialized processes for own functional area within Operations & Technology.
• The officer supports partner relationship and is responsible for maintaining operational effectiveness to ensure business objectives, Services Level Goals and CEI targets are met.
• The role of the Regulatory Fulfillment Officer is responsible for reviewing FATCA documentation to ensure completeness, create a legendary customer experience at every interaction and look for ways to contribute to the ongoing improvement of the overall customer experience, handle customer enquiries and escalate complicated enquiries and customer complaints as required.

Job Accountabilities:

• Provide sounds assistance and expertise by consistently utilizing established customer service framework
• Positively contribute to the overall customer experience and loyalty index in each interaction
• Ensure necessary due diligence is taken to respond to inquiries promptly and accurately; proactively providing options and solutions
• Build trust by demonstrating reliability, accuracy and accountability
• Identify opportunities to improve service delivery and support process improvements
• Ensure customer problems are handled appropriately by utilizing the established partner problem resolution process both internally and externally and escalating when required
• Ensure all required processing and enquiries are fulfilled meeting Service Level Goals
• Provide subject matter expertise for internal and external partners within defined area
• Demonstrate flexibility by adapting to change within business area and unit
• Adopt new process and technology improvements
• Actively participate in daily touch points and work distribution
• Be knowledgeable and comply with Bank Codes of Conduct
  
  

Job Requirements:

•  Work well independently and as part of a team
• Organization skills
• Strong analytical skills
• Excellent communication skills, both verbal and written are essential
• Must be accurate, resourceful and have a willingness to learn
• Customer driven with a focus on providing exceptional customer service at all times
• Ability to take ownership of a situation at all times

Skills:

• Category Analytical skills 
• Interpersonal Skills 
• Listening Skills 
• Organizational Intelligence
• Time Management
• Computer skills 
• Customer Service 
• Effective Communication 
  
  

HOW TO APPLY:

Please send resume to resume@gc-employment.com with the subject line "Bilingual Banking Contact Center Representative - Inbound II"

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