Customer Care-Contact Center

LocationMississauga
Job CategoryCustomer Service
SP-ID26788
Position TypeContract
Application Deadline January 22, 2021
Experience RequiredN/A
Job Duration3 months
Education RequiredN/A

Our client in Banking & Finance industry is seeking a Personal Banker in Mississauga. It is a 3 – 4 months contract
 
GROUP/PROJECT INFO:
This is primarily an inbound contact center. These individuals will be primarily handling incoming requests from the bank’s Investorline (general inquiries, helping with online navigation, and password reset).

CULTURE:
This is a team of 16 people – 3 members in MTL.
The team is close-knit but business-minded.
They have strong work ethic.
EVP (Employee Value proposition):
These individuals would have the opportunity to learn about the bank’s Investor line (TFSA & RRSP etc.)
Individuals looking to get their foot the door will have the opportunity to build a future at the bank.
There is the opportunity for a conversion to FTE.
There is opportunity to move around within the bank across different departments.
RESPONSIBILITIES INCLUDE (but are not limited to):
• Handle incoming requests in regards to general inquiries, helping with online navigation, inquiries around different kinds of Investorline accounts, doing password resets- 30-40 calls/day on average
• Candidates will be following risk and compliance model.
• They will have to direct calls to different departments.
• First call resolution
• Providing alternate solutions to clients
•Escalating more complex customer inquiries/concerns to the appropriate departments
Candidate success metrics would be rooted in:
•client conversation quality
•first call resolution
•net proper score
TOP SKILLS / EXPERIENCE:
•Previous contact center experience
• Excellent verbal communication skills
• Being able to multi tasks and work across multiple systems.
• Investment knowledge
• Prior banking/FI experience
• They must have strong phone etiquette
• Good problem-solving skills
• Strong interpersonal skills
• Strong computer skills
NICE TO HAVE SKILLS/EXPERIENCE:
• CSC- Canadian Security Course
• Bilingual in French
• 0-2 years’ worth of experience overall within customer service
 
SOFT SKILLS:
• Being able to learn multiple systems
• Strong communication skills
• Strong work ethic
• Ability to think outside the box
• Strong analytical skills
• Ability to multitask with ease- flexible working style
• Good problem-solving skills
• Strong interpersonal skills
 
EDUCATION/CERTIFICATIONS:
Post-secondary education is preferred.
 
Candidates must be in Canada and with valid work permit for being able to apply for this role.
 
Anyone who think might be a good fit, please send your updated resumes across to
n.vaishakh@maxsys.ca
 
 
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