This position reports to the Manager - Customer Service.

Main challenges

• Create an atmosphere of trust in order to establish a personalized relationship by telephone with our customers and offer excellent service
• Promote the products offered by the Bank, guide customers through the wide variety of our financial products and services and propose new products that meet their needs
• Carry out different types of research and analyses in order to provide accurate answers to customers' many questions, with a view to offering consistently outstanding customer service
• Refer customers to the appropriate experts for more information depending on the needs expressed
• The candidate needs to be able to identify all risks inherent to the Personal and Commercial Banking sector's activities.

Specifically, you will:

• Coach the customer service representatives
• Oversee the operations when the manager is not available
• Independently negotiate, within previously defined limits, agreements with customers and other sectors in order to solve problems related to customer satisfaction
• Optimize communications and relationships between Customer Service Advisory Services Support and various other departments and parties involved
• Ensure that certain files are followed up and carry out various operational activities of a complex and varied nature
• Act as a resource person while supporting business development by carrying out fairly basic administrative tasks and analyses

• High school diploma and three years of relevant experience or College diploma and one year of relevant experience
• Experience in sales and customer service
• Experience in coaching, an asset
• Knowledge of banking products and services
• Bilingualism (spoken and written) - English and French

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.