Customer Care-Contact Center
Location | Mississauga |
Job Category | Customer Service |
SP-ID | 26788 |
Position Type | Contract |
Application Deadline | January 22, 2021 |
Experience Required | N/A |
Job Duration | 3 months |
Education Required | N/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 banks 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 banks 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
*MST