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LAURENTIAN BANK OF CANADA: Bilingual Customer Service Officer – Client Services


This is a Full-time position in Richmond Hill, ON posted April 20, 2021.

Founded in 1846, Laurentian Bank Financial Group (LBCFG) is a diversified financial services provider whose mission is to help its customers improve their financial health.

The Laurentian Bank of Canada and its entities are collectively referred to as Laurentian Bank Financial Group (the ” Group” or the ” Bank”).

With more than 2,900 employees guided by the values of proximity, simplicity and honesty, the Group provides a broad range of advice-based solutions and services to its personal, business and institutional customers.

With pan-Canadian activities and a presence in the U.S., the Group is an important player in numerous market segments.This role sits within LBC Tech, a subsidiary of Laurentian Bank Financial Group.In a Call Centre environment, the Customer Service Officer provides information and superior customer service to resolve inquiries from clients about the products administered by the department.

The incumbent must adhere to established quality and performance service standards.

The incumbent may also be required to process routine non-financial transactions in between calls.ResponsibilitiesºRespond to telephone inquiries regarding products in an efficient and professional manner, in compliance with overall performance standards, and departmental service standards.ºResolve client concerns regarding their file through close collaboration with other internal stakeholders, such as Credit Officers, Administration Officers, and Business Development staff.ºReviews and responds to written inquiries from clients, compiles and distributes data for resolution of client issues, and escalates issues that are beyond their scope.ºProcess routine, written requests for information between calls.ºMaintain excellent and up-to-date knowledge of features, policies and procedures about the products and services.ºAssist Senior Customer Service Officer and Assistant Manager in creating new scripts, Quick Reference Guides, and Question-Answer Documents pertaining to both new and current product offerings, processes, procedures and legislative changes.ºCooperate in the preparation of the weekly schedule for the Call Centre.ºWork closely with all product owners to improve the flow of information and procedural changes within their departments and Customer Service.ºMonitors and follows-up on escalated call tickets.ºWorks closely with internal clients, to improve the flow of information and implement any procedural changes.ºExplains and ensures compliance with current legislation, Bank policies, programs, and procedures, as well as industry and Canada Revenue Agency’s standards for clients.ºKeep abreast of new product information and promotions, organizational policies and procedures, industry standards and trends, as well as legislation by Canada Revenue Agency.ºContribute ideas to promote efficiency and a higher standard of service within the Call Centre.ºParticipates 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.QualificationsºPost-secondary degree or diploma and 1 to 3 years of related work experience in customer service, preferably in a call centre environment within a financial institution.ºCompletion of Investment Funds of Canada course (IFIC) or Canadian Securities Course (CSC) is an asset.

ºBilingual (French/English) verbal and written communication skills are mandatory.

ºFamiliarity with 5S, Kaizen Principles, Six Sigma or other Continuous Improvement methodologies is an asset.ºGood knowledge of banking, mortgage, investment accounts and investment lending products.ºDemonstrated listening, interpersonal verbal and written communication skills are required for the role.

ºProven customer service skills; solid listening skills in order to address customer’s needs, ability to anticipate needs or problems; ability to problem solving and efficiently finding solutions.ºExcellent time management and organizational skills, with the ability to multi-task and meet deadlines.ºDemonstrate ability in core and role specific competencies including teamwork, adaptability, listening, interpersonal and verbal communication, results orientation, judgement.Additional InformationWe are proud to be an equal opportunity employer and are committed to fostering an inclusive and accessible work environment that reflects the diversity of our customers and our communities.

We welcome and encourage applications from individuals from all groups, including Indigenous people, women, visible minorities, and persons with disabilities, regardless of race, national or ethnic origin, colour, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, disability or any other legally-protected ground.

Accommodations for persons with disabilities are available upon request for job applicants taking part in all aspects of the recruitment process.