Senior Customer Service Representative Direct Investing

Primary Locations: Montreal, Quebec

Employee Status: Regular

Schedule: Full-time

Do you want to be part of the dynamic National Bank Direct Brokerage (NBDB) team?

Do you enjoy giving your full support to clients who contact you?

Do you want to learn more about the securities brokerage industry and make a real difference?

Then this role is for you!  

After you’re hired, you’ll follow a 6-week training program.  This will help you understand the evolving challenges facing the brokerage industry.  You will be in contact with multiple clients who choose to call NBDB and expect to receive an outstanding client experience while carrying out their transactions. 

Joining NBDB means growing in a dynamic environment and having the opportunity to learn and progress on a team that values collaboration, innovation, and client satisfaction.  

NBDB, a division of National Bank Financial Inc. is a securities brokerage firm where clients can carry out their transactions online or by phone with a representative. It offers a wide range of financial products and investment tools. NBDB offers National Bank clients and Canadian investors who are looking for autonomy and control an economical and efficient way to trade investment products across multiple platforms. It provides clients with the information and tools they need to make decisions and reach their financial objectives. 

Reporting to the Section Manager, your main challenges will be to:

Provide high quality customer service that reflects the values of National Bank and its clients

Identify and anticipate clients' needs and direct them to our electronic solutions

Offer our clients technical support over the phone

Assist the clients of various subsidiaries of Wealth Management with online tools

Help clients use our transaction website and assist them with various financial instruments such as stocks, ETFs, mutual funds, options, fixed income securities, and banking products

Carry out a variety of activities to develop the skills you require in your role (securities and IT)

Manage email requests sent by different Wealth Management subsidiaries through their online platforms

Identify opportunities to standardize and improve existing processes

Identify the risks inherent to sector activities

Manage emergency situations

College diploma (DEC) + 3 years relevant experience or Bachelor's degree in a related field + 6 months related experience

Experience in customer service

Experience working in a call centre

Ability to proactively offer products and services to clients

Business development experience, an asset

Bilingualism, spoken and written (English/French), essential 

Work environment  

You will be located at the NBDB offices at 1100 Robert-Bourassa, 7th floor, in Montreal. 

The main part of your role will be to answer clients' calls and support them over the phone. 90% of calls are incoming.

Each workstation is equipped with a computer screen and phone in an open-plan office

Accommodations can be made for workstations

Various IT applications will be used (mainly Windows, plus specific securities brokerage applications)

Business hours are Monday to Friday, 8:00 a.m. to 8:00 p.m.  You’ll work 37.5 hours per week, on rotation

Your benefits 

Upon hiring, you will be eligible for a wide range of benefits. In addition to competitive compensation, we offer attractive benefits for you and your family: 

Health and wellness program, including many benefits 

Flexible group insurance 

Defined benefit pension plan 

Employee Share Ownership Plan 

Employee and family assistance program 

Preferred banking services 

Volunteer program 

Telemedicine 

Virtual sleep clinic 

These are just a few of the many benefits we offer. We've rolled out a number of additional measures to ensure your health, safety and wellbeing during the pandemic.  

We're putting people first 

We're a bank on a human scale that stands out for its courage, entrepreneurial culture, and passion for people.   Our mission is to have a positive impact on peoples' lives. 

Our core values of partnership, agility, and empowerment inspire us, and inclusivity is central to our commitments. We offer a barrier-free workplace that is accessible to all employees.  

We want our recruitment process to be fully accessible. If you require accommodations, feel free to let us know during your first conversations with us. 

We welcome all candidates! What can you bring to our team? 

Ready to live your ambitions? 

JobField: Advisory Services, Call Centres