Job Description

Seeing beyond numbersº
At Laurentian Bank, we believe we can change banking for the better. Founded in Montreal in 1846, Laurentian Bank helps families, businesses and communities thrive. Today, we have over 2,800 employees working together as One Team, to provide a broad range of financial services and advice-based solutions for customers across Canada and the United States. We drive results by placing our customers first, making the better choice, acting courageously, and believing everyone belongs.

This role sits within LBC Tech, a subsidiary of Laurentian Bank Financial Group.

In a Call Centre environment, the Customer Service Officer provides information and superior customer service to resolve inquiries from clients about the products administered by the department. The incumbent must adhere to established quality and performance service standards. The incumbent may also be required to process routine non-financial transactions in between calls.

Responsibilities

º Respond to telephone inquiries regarding products in an efficient and professional manner, in compliance with overall performance standards, and departmental service standards.
º Resolve client concerns regarding their file through close collaboration with other internal stakeholders, such as Credit Officers, Administration Officers, and Business Development staff.
º Reviews and responds to written inquiries from clients, compiles and distributes data for resolution of client issues, and escalates issues that are beyond their scope.
º Process routine, written requests for information between calls.
º Maintain excellent and up-to-date knowledge of features, policies and procedures about the products and services.
º Assist Senior Customer Service Officer and Assistant Manager in creating new scripts, Quick Reference Guides, and Question-Answer Documents pertaining to both new and current product offerings, processes, procedures and legislative changes.
º Cooperate in the preparation of the weekly schedule for the Call Centre.
º Work closely with all product owners to improve the flow of information and procedural changes within their departments and Customer Service.
º Monitors and follows-up on escalated call tickets.
º Works closely with internal clients, to improve the flow of information and implement any procedural changes.
º Explains and ensures compliance with current legislation, Bank policies, programs, and procedures, as well as industry and Canada Revenue Agency's standards for clients.
º Keep abreast of new product information and promotions, organizational policies and procedures, industry standards and trends, as well as legislation by Canada Revenue Agency.
º Contribute ideas to promote efficiency and a higher standard of service within the Call Centre.
º Participates in special projects and carries out any other similar or general task at the request of their superior or that may be required by their function.

Qualifications

º 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.
º Bilingual (French/English) verbal and written communication skills are assets
º Completion of Investment Funds of Canada course (IFIC) or Canadian Securities Course (CSC) is an asset.
º Familiarity with 5S, Kaizen Principles, Six Sigma or other Continuous Improvement methodologies is an asset.
º Good knowledge of banking, mortgage, investment accounts and investment lending products.
º Demonstrated listening, interpersonal verbal and written communication skills are required for the role.
º 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.
º Excellent time management and organizational skills, with the ability to multi-task and meet deadlines.
º Demonstrate ability in core and role specific competencies including teamwork, adaptability, listening, interpersonal and verbal communication, results orientation, judgement.

Additional Information

Equity, Diversity & Inclusion:
We are proud to be an equal opportunity employer and are committed to fostering an inclusive and accessible work environment that reflects the diversity of our customers and our communities. We welcome and encourage applications from individuals from all groups, including Indigenous people, women, visible minorities, and persons with disabilities, regardless of race, national or ethnic origin, colour, religion, age, sex, sexual orientation, gender identity or expression, marital status, family status, genetic characteristics, disability or any other legally-protected ground.
Accessibility:
Accommodations for persons with disabilities are available upon request for job applicants taking part in all aspects of the recruitment process.
PIPEDA:
We may collect, use or disclose your personal information for the purpose of establishing an employment relationship with you.