Bilingual Operations Officer III

Robertson & Company

  • Mississauga, ON
  • 25,00 $ par heure
  • Contrat
  • Temps-plein
  • Il y a 3 heures
Our client is a top financial institution with significant North American holdings. They have operations across most major verticals, including institutional & corporate, wealth management, private client, commercial banking, treasury, and retail banking.Introduction: Prime Hires is seeking a skilled Bilingual Operations Officer to join our client.Contract Period: 11 months with potential to extend or convert
Pay Rate: $25 per hour
Location: Mississauga, ON
Location Type: Hybrid: 4 days onsite per week starting November
Business Hours: Monday to Friday; 8:30 -4:30 - 8-4 or 9-5Job Responsibilities:
  • Handling inbound and outbound calls - daily 10 -12 calls - 20-40 mins average in length
  • Understand and use the Customer Experience Model (CEM) during customer interactions, maintaining professional and empathetic tones throughout
  • Ensure adherence to quality standards for all manner of correspondence including Bank branding and communication guidelines
  • Triage Request for Information (RFI)s by seeking clarification from requesting groups to determine what customer information is required
  • Prepare and ensure proper storage of information/data available prior to reaching out to the customer to display knowledge and expertise
  • Prioritize customer contacts by following guidelines; meet/exceed SLAs (internal and regulatory) throughout the process
  • Liaise with Branches when required to gather additional documentation
  • Adhere to the documented procedures, including the customer escalation protocol
  • Maintain an updated customer data base including accurate information and documentation gathering for records maintenance as well as recourse for any future customer concerns or escalations
  • Promote legendary experiences for customers through the development of a solid understanding of business strategy, policies and procedures across a wide spectrum of retail products and services
Experience & Qualification Requirements:
  • Bilingual is a must (French/English)
  • 1 to 2 years of AML/ Banking experience
  • Prior experience with SLAs
  • Excellent analytical and problem-solving skills
  • Strong listening, writing and verbal communication skills
  • High proficiency in Microsoft applications (Excel, Word, PowerPoint and Visio)
  • Customer service experience with above average telephone customer service skills/Call center experience
  • University degree or equivalent work experience
  • Being collaborative, teamwork, ownership
  • Call Centre experience - inbound and outbound
****ALL CANDIDATES MUST COMPLETE A CRIMINAL AND CREDIT CHECK AS PART OF THE APPLICATION PROCESS****How to Apply: If you are a motivated professional looking to contribute to a leading team, please submit your resume outlining your qualifications and experience relevant to this role. Prime Hires & the clients we represent, value diversity and are committed to creating an inclusive workplace. We invite all qualified individuals to apply.Prime Hires & the clients we represent are equal opportunity employers, committed to diversity and inclusion. Prime Hires is a certified diverse supplier and actively seeks to foster a representative and inclusive workforce. We welcome applications from all qualified individuals, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, Aboriginal status, or any other legally protected factors. We champion building a diverse and inclusive environment. #LI-DNI #INDPH

Robertson & Company