Job Description

• Seeking candidates only from Montreal and New Brunswick.
• Candidates must be able to come into the office if requested.
• Seeking candidates with a minimum of 6 months call center experience.
• This is a bilingual position, candidate must be fluent in French and English mandatory, 37.5 hours per week.
• Rotating 8 hour shifts between the hours of 8:00 am to 6:00 pm, Monday to Friday.
• Product, procedure and application training is provided to the successful candidates.
• Training duration is 5 weeks from 9-5 EST with frequent testing to confirm candidate knowledge and understanding.
• Successful candidates will be monitored for successfully meeting established quality and productivity goals.

• Handling of inquiries by phone from our customers and financial advisors regarding accounts, products and procedures.
• Providing an outstanding customer experience, accurately and professionally
• Provide comprehensive information to callers, resolving most queries on the first call by researching information on resource systems
• Meeting productivity and quality objectives established by the department as well as Customer Experience Call Audits

• Previous Customer Service experience
• Punctuality and Attendance is critical
• Great attitude and high energy
• Empathy
• Always looking for ways to enhance the customers experience
• Have a desire to make a difference in a customers experience
• A desire to learn and grow in a dynamic global company
• Technical knowledge
• Navigation of software and multiple applications
• Attention to Detail
• Effective Listening Skills
• Ability to understand questions and/or to probe for additional information or clarification to gain understanding
• Questioning and Innovating
• Ability to multitask
• Ability to learn and apply new knowledge
• Able to work in a very structured environment
• Teamwork and collaboration
• Ability to work in a fast paced environment
• Able to accept regular coaching feedback and apply improvements suggested

LanceSoft