Are you looking to gain experience within a top 5 bank? Do you have excellent Customer service skills? If so, this would be a great opportunity for you!
Our client, a top 5 bank, is looking for an Operations Officer for a 3 month contract in Mississauga. This is a hybrid role, 2 days in the office and 3 days home. There is a high possibility of contract extension.
...
Pay rate: $25.00 / Hour
Working Hours: Monday to Friday 9 am to 5 pm
Training: 4 weeks (onsite) (4 Days in office 1 day at home)
Advantages
●Gain experience within a top 5 bank
●Potential for contract extension.
●Earn a competitive rate within the industry
●Hybrid role
●Really great exposure into AML/Fraud
●Free parking
Responsibilities
As an Operations Officer, your duties will include but not limited to:
●Providing a standardized, consistent and centralized (single point of contact) customer interaction model in the RFI (Request For Information) process
●Managing risk and helping to ensure the 2018 first time right through the triage of all RFIs and information delivery requests to ensure that all 2018event’ details and required customer information are understood by the CR team, seeking clarification from business partners as necessary
●Prioritizing requests based on regulatory requirements and internal service level agreements
●Overseeing the development, production and timely delivery of all CR reporting including executive and business partner dashboards
●Understanding and using the Customer Experience Model (CEM) during customer interactions, maintaining professional and empathetic tones throughout
●Ensuring adherence to quality standards for all manner of correspondence including Bank branding and communication guidelines
●Preparing and ensuring proper storage of information/data available prior to reaching out to the customer to display knowledge and expertise
●Prioritizing customer contacts by following guidelines; meet/exceed SLAs (internal and regulatory) throughout the process
●Developing and executing the strategic and tactical activities
●Adhering to the documented procedures, including the customer escalation protocol
●Maintaining 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
●Promoting legendary experiences for customers through the development of a solid understanding of company business strategy, policies and procedures across a wide spectrum of retail products and services
Qualifications
●Customer service experience with above average telephone customer service skills
●Prior experience with SLAs
●Strong listening, writing and verbal communication skills
●Excellent analytical and problem-solving skills
●Great attention to detail
●High ethical standards to ensure all privacy related concerns are identified and reported to appropriate areas
●Working knowledge of AML/KYC Regulations and Policy to Bank Risk would be considered a great advantage
●A professional approach with the ability to effectively interact both internally and externally at all levels
●High proficiency in Microsoft applications (Excel, Word, PowerPoint and Visio)
●University degree or equivalent work experience
●Call centre within a Canadian environment, FI (highly desirable)
Nice to have:
●French Bilingual is an asset
●Call Centre experience in an FI
Summary
Interested in the Operations Officer role in Mississauga? Apply online today!
Candidates moving to the next step of the recruitment process will be contacted.
Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.
Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.
show more
Are you looking to gain experience within a top 5 bank? Do you have excellent Customer service skills? If so, this would be a great opportunity for you!
Our client, a top 5 bank, is looking for an Operations Officer for a 3 month contract in Mississauga. This is a hybrid role, 2 days in the office and 3 days home. There is a high possibility of contract extension.
Pay rate: $25.00 / Hour
Working Hours: Monday to Friday 9 am to 5 pm
Training: 4 weeks (onsite) (4 Days in office 1 day at home)
Advantages
●Gain experience within a top 5 bank
●Potential for contract extension.
●Earn a competitive rate within the industry
●Hybrid role
●Really great exposure into AML/Fraud
●Free parking
Responsibilities
As an Operations Officer, your duties will include but not limited to:
●Providing a standardized, consistent and centralized (single point of contact) customer interaction model in the RFI (Request For Information) process
●Managing risk and helping to ensure the 2018 first time right through the triage of all RFIs and information delivery requests to ensure that all 2018event’ details and required customer information are understood by the CR team, seeking clarification from business partners as necessary
...
●Prioritizing requests based on regulatory requirements and internal service level agreements
●Overseeing the development, production and timely delivery of all CR reporting including executive and business partner dashboards
●Understanding and using the Customer Experience Model (CEM) during customer interactions, maintaining professional and empathetic tones throughout
●Ensuring adherence to quality standards for all manner of correspondence including Bank branding and communication guidelines
●Preparing and ensuring proper storage of information/data available prior to reaching out to the customer to display knowledge and expertise
●Prioritizing customer contacts by following guidelines; meet/exceed SLAs (internal and regulatory) throughout the process
●Developing and executing the strategic and tactical activities
●Adhering to the documented procedures, including the customer escalation protocol
●Maintaining 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
●Promoting legendary experiences for customers through the development of a solid understanding of company business strategy, policies and procedures across a wide spectrum of retail products and services
Qualifications
●Customer service experience with above average telephone customer service skills
●Prior experience with SLAs
●Strong listening, writing and verbal communication skills
●Excellent analytical and problem-solving skills
●Great attention to detail
●High ethical standards to ensure all privacy related concerns are identified and reported to appropriate areas
●Working knowledge of AML/KYC Regulations and Policy to Bank Risk would be considered a great advantage
●A professional approach with the ability to effectively interact both internally and externally at all levels
●High proficiency in Microsoft applications (Excel, Word, PowerPoint and Visio)
●University degree or equivalent work experience
●Call centre within a Canadian environment, FI (highly desirable)
Nice to have:
●French Bilingual is an asset
●Call Centre experience in an FI
Summary
Interested in the Operations Officer role in Mississauga? Apply online today!
Candidates moving to the next step of the recruitment process will be contacted.
Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.
Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.
show more