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Senior Customer Service Officer (Contract)

B2B Bank

This is a Contract position in Toronto, ON posted June 6, 2017.

The Senior Customer Service Officer is responsible for clarifying information while providing superior customer service to clients regarding products and services administered by B2B Bank and B2B Bank Dealer Services. In addition, the incumbent will provide prompt resolutions to escalated issues, provide the Assistant Manager with essential feedback and when required quality assurance and metrics reporting. This position acts as an information and problem-solving resource for other Customer Service Officers in the department.Make outbound calls to clients regarding service requests for B2B products, while adhering to quality and performance service standards. Monitor client transfer program, review asset lists and forms, track and compensate transfers, proactively resolve any issues or delays and provide reporting. Provide information to new clients on best practices for doing business with B2B Bank and B2B Dealer services, including an orientation to all available online tools Acts as an information and problem solving resource for other Customer Service Officers in the department. Resolve regular and escalated client requests through close collaboration with internal stakeholders, such as Credit Officers, Administration Officers, or Business Development staff. Work closely with internal clients, to improve the flow of information and implement any procedural changes. Assist in coaching and providing assistance to team members. Explain and ensure compliance with current legislation, Bank policies, programs, and procedures, as well as industry and Revenue Canada standards for clients. Review and respond to written inquiries from clients, compile and distribute data for resolution of client issues, and escalate issues that are beyond their scope. Research and provide daily update emails to internal departments regarding changes to the processing, legislation, procedures, and product offerings for the deposit products group. Arrange, perform, and schedule cross-training and job shadowing initiatives for both existing and new employees. Assist the Assistant Manager in creating new scripts, Quick Reference Guides, and Question-Answer documents. Keep abreast of new product information and promotions, organizational policies and procedures, industry standards and trends, as well as Revenue Canada legislation. Contribute ideas to promote efficiency and a higher standard of service within the department. Assist the Assistant Manager with quality assurance and metrics reporting tasks, as required. Participate in special projects and carries out any other similar or general task at the request of their superior or that may be required by their function.University Degree in a related field and 2 to 3 years of related experience. Or College Diploma and 3 to 5 years of related experience. Completion of Investment Funds of Canada course (IFIC) or Canadian Securities Course (CSC) is preferred. Experience managing escalations required. Experience with transfers and ATON (account transfer online notification) services & operations Experience coaching and providing assistance to team members. Strong typing/keyboarding skills; accuracy essential. Ability to resolve complex, and often sensitive customer complaints/inquiries in a professional manner in accordance with company policies and procedures, values and best practice. Excellent communication skills and expertise in customer service delivery are required. Superior ability to evaluate information from customers and implement the appropriate approach to attain a mutually beneficial resolution. Experience with quality assurance and metrics reporting an asset. Expert knowledge of company policies and products; knowledge of banking, mortgages, investment accounts, registered products, securities, deposits, investment loan and other lending products. Sound listening skills in order to address customer¿s needs, ability to anticipate needs or problems before they arise; ability to problem solve and efficiently find solutions. Knowledge of credit and underwriting practices is an asset. Bilingual (French/English) verbal and written communication skills are required.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. Qualified candidates will be contacted. No unsolicited agency referrals.

Skills Required

  • Education level: None
  • Work experience (years): None


Salary: N/D

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