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Bilingual Customer Service Officer (Contract)

B2B Bank

This is a Contract position in Toronto, ON posted March 6, 2018.

The incumbent is responsible for delivering superior client service in a fast-paced call centre environment in adherence to B2B Bank policies, standards, and guidelines. This role requires effective use of listening skills demonstrated through clear understanding of client needs and identifying opportunities to promote B2B Bank products and services. The Bilingual Customer Service Officer reports to the Call Centre Assistant Manager.Manages the daily operations of the Centralized Operations team. Oversees activities under their responsibility by including critical elements of quality control, productivity and stability follow-up, as well as security and integrity of all operations in their domain. Develops and maintains positive relationships with business partners and customers internal and external to B2B Bank. Plans, organizes, coordinates, and manages work and resources within assigned areas of responsibility to meet division, department, and organization goals. Assists in establishing strategic direction/goals for assigned shift in relation to the day shift for all departments involved. Resolving any issues that may arise and escalate as needed. Able to perform well in a high volume, high intensity environments Participates actively in the achievement of various projects and mandates that may have a significant impact on B2B Bank’s profitability and efficiency. Support B2B Bank’s transformation activities. Manages the employees under their responsibility in accordance with the legislation in effect and with B2B Bank’s policies, programs, procedures. Evaluates employees performance, ensures the development of their potential through coaching and training, and decisions regarding hiring and performance. Maintains knowledge of current legislation and the Bank’s policies, programs and procedures and remains aware of market trends. Carries out any other similar or general task at the request of their superior or that may be required by their function.Post-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. Completion of Investment Funds of Canada course (IFIC) or Canadian Securities Course (CSC) is an asset. Bilingual (French/English) verbal and written communication skills are required. Familiarity with 5S, Kaizen Principles, Six Sigma or other Continuous Improvement methodologies is an asset. Good knowledge of banking, mortgage, investment accounts and investment lending products. Demonstrated listening, interpersonal verbal and written communication skills are required for the role. Proven 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. Excellent time management and organizational skills, with the ability to multi-task and meet deadlines. Demonstrate ability in core and role specific competencies including teamwork, adaptability, listening, interpersonal and verbal communication, results orientation, judgement.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. B2B Bank and/or the Laurentian Bank of Canada and their subsidiaries may collect, use or disclose personal information of job candidates for the purpose of establishing an employment relationship. Qualified candidates will be contacted. No unsolicited Agency referrals please. Please apply directly online

Skills Required

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


Salary: N/D

How to Apply

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