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Bilingual Customer Service Officer

B2B Bank

This is a Contract position in Toronto, ON posted July 14, 2017.

The Bilingual Customer Service Officer is responsible for clarifying information while providing superior customer service to clients regarding products and services administered by B2B Bank and B2B Bank Dealer Services. The incumbent must adhere to established quality and performance service standards.Make outbound calls to clients regarding B2B Bank and B2B Bank Dealer Services products, while adhering to quality and performance service standards. Provide information to new clients on best practices for doing business with B2B Bank and B2B Dealer services, including an orientation to all available online tools. Provide information and assist with problem solving in collaboration with other Customer Service Officers in the department. Resolve client requests through close collaboration with internal stakeholders, such as Credit Officers, Administration Officers, or Business Development staff. Work closely with internal clients, to improve the flow of information and implement any procedural changes. Comply with current legislation, bank policies, programs, and procedures, as well as industry and Revenue Canada standards for clients. Review and respond to written inquiries from clients, compile and distribute data for resolution of client issues, and escalate issues that are beyond their scope. Perform cross-training and job shadowing initiatives for both existing and new employees. Assist the Assistant Manager in creating scripts, Quick Reference Guides, and Question-Answer documents. Keep abreast of new product information and promotions, organizational policies and procedures, industry standards and trends, as well as Revenue Canada legislation. Contribute ideas to promote efficiency and a higher standard of service within the department. Assist the Assistant Manager with quality assurance and metrics reporting tasks, as required. Participate in special projects and carry out any other similar or general task at the request of their superior or that may be required by their function.University Degree and 2 to 3 years of related experience. Or College Diploma and 3 to 5 years of related experience. Excellent communication skills and expertise in customer service delivery are required. Completion of Investment Funds of Canada course (IFIC) or Canadian Securities Course (CSC) is preferred. Experience managing escalations. Experience with account transfers and ATON (account transfer online notification) services.   Strong typing/keyboarding skills; accuracy essential. Ability to resolve complex, and often sensitive customer complaints/inquiries in a professional manner in accordance with company policies and procedures, values and best practice. Superior ability to evaluate information from customers and implement the appropriate approach to attain a mutually beneficial resolution. Experience with quality assurance and metrics reporting an asset. Expert knowledge of industry policies and products; knowledge of banking, mortgages, investment accounts, registered products, securities, deposits, investment loan and other lending products. Sound listening skills in order to address customer’s needs, ability to anticipate needs or problems before they arise; ability to problem solve and efficiently find solutions. Knowledge of credit and underwriting practices is an asset. Bilingual (French/English) verbal and written communication skills are required.We welcome and encourage applications from individuals from all groups, including aboriginal, women, visible minorities, and persons with disabilities, regardless of race, ethnicity, sexual orientation, creed, family status, national origin, age and gender. B2B Bank and/or the Laurentian Bank of Canada and their subsidiaries may collect, use or disclose personal information of job candidates for the purpose of establishing an employment relationship.   Qualified candidates will be contacted.

Skills Required

  • Education level: None
  • Work experience (years): None


Salary: N/D