Job Description

\xe2\x80\x9cThe start date of this job is flexible and in order to find the best candidate the job may remain open much longer than the date mentioned on this posting\xe2\x80\xa6..or you may be asked to start sooner than the expected start date if you are able to do so!\xe2\x80\x9d

URGENT: Please read the job description below. If this interests you, please send a MS-Word version copy of your updated resume (ASAP) along with your salary expectations, first available date and a telephone contact number.

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The recruiter in charge of this role is Prakash

If you do not think you are a match for this opportunity, but know someone who is, feel free to forward this email to them and you will be eligible for a referral bonus upon a successful hire.

One of our major banking clients is looking for a Senior Call Center Representative (Help Desk, Banking exp.)
Location: Mississauga, ON - Remote, however required to be available to work from the office.
Length: 6 months contract with a strong possibility of extension.
LOB: Treasury Payment Solutions
Working Hours: Monday-Friday between 7:30am-7:30pm, 8-hour shifts- for the initial portion of the contract, candidates will likely need to work the 11:30am-7:30pm shift, though this can be changed over time

GROUP INFO:
It is a large, fun group of individuals new to the bank, allowing these new individuals to fit right in! In addition to initial training, ongoing opportunities for further learning are always available. The team consists of both English-only and Bilingual analysts as well.

Candidate Value Preposition (CVP): This is a safe and fun environment for someone looking to orient themselves with the realm and banking in general. It will allow them to flex their professional muscles and work on their customer service skills as well as improve their knowledge of Bank\'s products/call center environments.

DAILY RESPONSIBILITIES:
\xc2\xb7 Provide response to customer questions received via telephone calls, callbacks, emails, and help desk requests.
\xc2\xb7 Provide technical and production support for TM/FX/CC products and services, including incident identification, recording, classification, initial support, investigation and diagnosis, resolution and recovery, incident closure, ownership, tracking, monitoring and communication, to ensure service levels are maintained.
\xc2\xb7 Assist customers in trouble shooting and resolving issues during deployment and ongoing use of products & services, effectively diagnosing and working through complex problems with a high level of accuracy and with a focus on providing exceptional customer service.
\xc2\xb7 Promote positive customer relations by consistently providing exceptional customer service and fostering trust and confidence by taking ownership of support issues, providing friendly and accurate resolutions, and diligently searching for solutions when the answer is unknown
\xc2\xb7 Escalate issues that are beyond the level of expertise through the appropriate channels.
\xc2\xb7 Maintain up-to-date knowledge and understanding of TPS products, services, processes and relevant legal, regulatory and technology requirements
\xc2\xb7 Monitor completion of all internal and external operational effectiveness/compliance requirements to manage risk within acceptable limits
\xc2\xb7 Protect the Bank\'s assets by adhering to all applicable regulations, Policies and Procedures, legal and ethical requirements, process requirements, established risk guidelines and regulation requirements.
\xc2\xb7 Maintain the confidentiality of both customer and Bank information to protect the customer and the Bank and to ensure compliance with Bank Policies & Procedures.
\xc2\xb7 Follow security and safeguarding procedures in accordance with Bank policy for the prevention of loss due to fraud, money laundering or defalcation; identify and report suspicious and other reportable transactions or patterns of activity that are suspected to be related to money laundering.

MUST HAVE SKILLS:
\xc2\xb7 1-2 years of experience in a similar call center/customer service role fielding similar, user-based issues, including:
\xc2\xb7 Customer\'s inability to sign into their accounts
\xc2\xb7 Resetting user passwords
\xc2\xb7 Tracking payments that have not parsed through
\xc2\xb7 Customer\'s inability to locate the website/navigate the proper channels
\xc2\xb7 Microsoft Office Suite, particularly Outlook
\xc2\xb7 Experience using Internet Explorer within a Windows 10 OS

NICE-TO-HAVE SKILLS:
\xc2\xb7 Previous experience in a call center environment
\xc2\xb7 Familiarity with ticketing systems (the one used in this role is relatively simple and easy to pick up)
\xc2\xb7 Knowledge of how to do remote access work is a nice bonus
\xc2\xb7 Fluency in French is nice to have- note this is not a bilingual help desk role, so this is not necessary for consideration

SOFT SKILLS:
\xc2\xb7 Excellent oral and written communication skills- this is arguably the TOP skill for this role
\xc2\xb7 Excellent problem-solving skills
\xc2\xb7 Good phone manner, customer service me

...

ntality
\xc2\xb7 Positive attitude, particularly evident over the phone
\xc2\xb7 Patient, particularly when fielding customer inquiries
\xc2\xb7 Ability to thrive in a fast-paced environment similar to this

Educational Requirements: Post-secondary degree preferable

Please note that this is the most up to date version of job description available at this time - During
Client Interview you will receive additional information - variance may apply !

Please note: Adherence to our end client\'s vaccination policy is a requirement

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