Job Description

 

Our client, a leading Canadian banking institution, is looking for Operations Officers to join their growing team. We are looking for individuals with previous Call Centre experience who have excellent communication and data entry skills.

 

Contract term: 2018-10-15 to 2019-04-12

Pay rate: $17.34/hr

Full time: 37.5 hrs per week

Schedule: Monday - Friday, 9:00 am - 5:00 pm

 

Must Have:

  • Possess strong interpersonal and excellent communications skills, both written and verbal.
  • Commitment to client service excellence
  • Customer Service skills with the ability to focus, execute and meet or exceed client expectations.
  • Strong organizational and analytical skills in a fast paced environment.
  • Excellent typing/data entry skills (speed and accuracy).
  • 2+ years of Call Centre experience.
  • Strong attention to detail.

 

Nice to Have:

  • Advanced proficiency in Microsoft Office Suite and keyboarding skills.
  • Successful completion of the Investment Funds Institute of Canada (IFIC) and/or Canadian Securities Course (CSC).
  • Proficiency in Excel, ISM, SMS, Electronic Imaging Services (EIS) and the use of Macro's.
  • Knowledge of VBA or equivalent programming/scripting language.
  • Working knowledge of the securities industry, including product knowledge of account types and their functionality.

 

Job Responsibilities:

  • Process transactions accurately and on time.
  • Escalate processing issues where necessary to ensure a high level of service is maintained.
  • Own, escalate and resolve issues with the focus of client service excellence, exceeding expectation and creating a legendary client experience.
  • Serve clients as required – adhere to Service Level Agreements (SLA) and internal service delivery standards.
  • Follow firm and industry regulations and operating practices in completing and recording transactions for either the firm or clients.
  • Identify opportunities to improve service delivery and support process improvement initiatives.
  • Participate fully as a member of the team, promote team effectiveness, and contribute to a positive work environment.
  • Contribute to the success of the team by willingly assisting peers in the performance and completion of assigned duties.
  • Support the team by continuously developing knowledge in own area.
  • Ensure adherence to all HR policies, other Bank, and Industry Codes of Conduct.
  • Keep others informed and up-to-date about the status/progress of projects and all relevant or useful information related to day to day activities.
  • Prioritize and manage own workload to meet SLA requirements for service and productivity.
  • Multi-task with multiple applications.
  • Follow firm and industry regulations and operating practices in completing and recording transactions for either the firm or clients.
  • Adapt to fast paced environment/ under pressure / high volumes.
  • Escalate non-standard or high risk transactions or other activities as appropriate.
  • Ensure documentation prepared/completed is accurate and properly reflects client/business intentions and is consistent with relevant rules/regulations.
  • Complete investigations – report/escalate risk issues identified or process gaps.
  • Know and apply system capabilities, ensure upload/download of information is completed timely and accurately.
  • Assist in analysis, development, testing, and implementation of operating and process improvements.

 

Education: Post-Secondary education required (University degree an asset)

 

How to Apply: 

Please send your resume to careers@gc-employment.com with the subject title “Banking Operations Officer II_Toronto”

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