Job Information
Contact Centre Representative | Part Time and Full Time
In-TAC Jay Ottawa, Canada 78 Days Ago
Overview
Job Category: Customer Service
Job Type: Full-Time
Posted: 2019-07-31
Requirements
Job Status
Start Publishing: 2019-07-31
Stop Publishing: 2019-10-01
In-TAC Jay Ottawa, Canada
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Description

CUSTOMER FACING:

  • Provide courteous, efficient, and professional customer service to ensure inquiries, sales, and/or issues are managed promptly and effectively under all conditions
  • Engage customers / partners in conversation to understand and meet their current and future products and service needs by proactively providing them with information / guidance
  • Offer comprehensive product knowledge and/or guidance as it relates to their respective business area
  • Ensure customer/partner problems are handled appropriately the first time, escalating issues when necessary
  • May identify cross-sell opportunities and/or refer customers/partners to internal Bank partners
  • Expected to meet the needs of customers/partners by offering advice/guidance based on their total financial situation and possessing a thorough knowledge of customer/partner life cycle needs
  • Identify cross-sell opportunities and/or refer customers/partners to internal Bank partners

 

SHAREHOLDER:

  • Contribute to the achievement of business objectives by identifying sales opportunities and referrals, enabling business growth
  • Promote full suite of products, sales, services and banking capabilities
  • Understand and apply operating policies and procedures
  • Contribute to business objectives for Operational Excellence
  • Support the timely and accurate completion of business processes and procedures
  • Escalate non-standard or high-risk transactions / activities as necessary
  • Ensure documentation that is prepared / completed is accurate and properly reflects client / business intentions and is consistent with relevant rules / regulations
  • Support and participate in process improvement opportunities
  • Ensure necessary due diligence to support the accuracy of all customer transactions / activities
  • Be knowledgeable of and comply with Bank Code of Conduct
Qualifications

Requirements

EMPLOYEE TEAM:

  • Participate fully as a member of the team, support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/ points of interest
  • Support the team by continuously enhancing knowledge / expertise in own area and participate in knowledge transfer within the team and business unit
  • Participate in personal performance management and development activities, including cross training within own team
  • Keep others informed and up-to-date about the status / progress of projects and / or all relevant or useful information related to day-to-day activities
  • Contribute to a fair, positive and equitable environment that supports a diverse workforce
  • Act as a brand champion for your business area/function and the bank, both internally and/or externally

 

BREADTH & DEPTH

  • Requires developed knowledge and skills to offer service and sales advice for a range of product and services
  • Requires a broad knowledge and understanding of the full product suite, services and processes of the business area, and can be characterized as low to moderate in complexity/risk
  • Provide exceptional inbound and/or outbound service and/or sales support to customers/partners on a range of moderately complex financial products and services.
  • Provides recommendations and guidance to customers and / or internal partners
  • Provides solutions to problems in customer situations that are atypical or infrequent, or not covered by stated processes
  • Understands how the team integrates with others to accomplish business objectives
  • Impacts the quality, timeliness and effectiveness of the sales team or services provided to customers
  • Suggests improvements to work practices and sales or customer service processes to achieve results or improve efficiency of the sales team
  • Explains detailed and/or complicated information within the team; builds working relationships with customers and related teams
  • Identifies and resolves issues within discretion and authority on processes, transactions or escalates internally as required
  • Requires full proficiency gained through job related training to perform a range of activities
  • Generally reports to a Team Manager

 

Additional Information

 

EXPERIENCE & EDUCATION:

  • High School diploma, Undergraduate degree and/or
  • 1+years of relevant experience

Hours - 22.5

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