Customer Service Representative
Remote
Jumpstart Refugee Talent – Refugee Talent Hub /
Customer Service /
Remote
This is an exciting remote opportunity for anyone who is passionate about customer care and has previous experience working within the banking industry.
Reporting to the Manager, Customer Contact Centre, the Customer Care Representative will interact directly with customers, understand their needs, troubleshoot issues, answer product and banking inquiries, resolve issues, perform proactive account maintenance all while delivering a seamless customer experience across all channels of communication. An integral member of the Digital Banking team, this individual will collaborate daily with Digital Operations, IT Operations, Global Security & Marketing teams.
Training Period: 6 weeks: 9:00 AM to 5:00 PM
After the initial training period, the 4 main shifts are: 8 AM to 4 : 30 PM, 12 PM to 8 PM, 2PM-10 PM and 4- 12 AM with a range of staggered start times in between.
Shifts will be assigned as per business needs but will be shared several weeks in advance and set for 1-2 months
The incumbent should be prepared to work evening shift and also on weekends
Key Responsibilities:
- Deliver exceptional customer service to prospective customers by identifying their banking needs and providing accurate information and guidance on the bank's suite of products and offerings
- Field large volumes of inbound calls and chats and ensure best-in-class service standards, while meeting company response and resolution SLAs
- Own the digital-onboarding experience and help customers onboard successfully, resolve issues if any and communicate status to all stakeholders involved in a timely manner
- Strive to resolve customer issues and queries at first contact and escalate issues in accordance to complaints handling process
- Communicate effectively with customers and propagate the bank's core values of Respect, Agility, Integrity, Service and Empowerment to build lasting customer relationships
- Execute established controls to ensure adherence to regulatory requirements, Equitable and company policies and Code of Conduct and Ethics
- Identify, recommend and participate in implementation of opportunities for continuous improvement relative to customer experience and product delivery
- 1-3 years of call center and/or customer service experience is required for the role
- Post-secondary degree or certification in related field of study is desirable such as hospitality or finance
- Previous banking experience is considered an asset
- Strong ability to adapt to change
- Demonstrated ability to own an issue and drive to resolution
- Demonstrated ability to have difficult conversations with customers while maintaining a professional and proactive manner – both written and oral
- Excellent verbal and written communication skills
- Excellent problem-solving skills and ability to work in a face paced environment
- Experience working with a high degree of autonomy and self-direction
- Ability to understand use different software (CRM, Microsoft Office Suite)
We appreciate all candidates interested in this opportunity, however; please note that only selected applicants will be contacted regarding the next steps.
