Founded in 1846, Laurentian Bank Financial Group (LBCFG) is a diversified financial services provider whose mission is to help its customers improve their financial health. The Laurentian Bank of Canada and its entities are collectively referred to as Laurentian Bank Financial Group (the “Group” or the “Bank”).
With more than 2,900 employees guided by the values of proximity, simplicity and honesty, the Group provides a broad range of advice-based solutions and services to its personal, business and institutional customers. With pan-Canadian activities and a presence in the U.S., the Group is an important player in numerous market segments.
This role sits within LBC Capital, LBC Tech, Laurentian Bank Securities, Laurentian Bank, a subsidiary of Laurentian Bank Financial Group.
In a Call Centre environment, the Bilingual Customer Service Officer provides information and superior customer service to resolve inquiries from clients about the products administered by the department. The incumbent must adhere to established quality and performance service standards. The incumbent may also be required to process routine non-financial transactions in between calls.
º Respond to telephone inquiries regarding products in an efficient and professional manner, in compliance with overall performance standards, and departmental service standards.
º Resolve client concerns regarding their file through close collaboration with other internal stakeholders, such as Credit Officers, Administration Officers, and Business Development staff.
º Reviews and responds to written inquiries from clients, compiles and distributes data for resolution of client issues, and escalates issues that are beyond their scope.
º Process routine, written requests for information between calls.
º Maintain excellent and up-to-date knowledge of features, policies and procedures about the products and services.
º Assist Senior Customer Service Officer and Assistant Manager in creating new scripts, Quick Reference Guides, and Question-Answer Documents pertaining to both new and current product offerings, processes, procedures and legislative changes.
º Cooperate in the preparation of the weekly schedule for the Call Centre.
º Work closely with all product owners to improve the flow of information and procedural changes within their departments and Customer Service.
º Monitors and follows-up on escalated call tickets.
º Works closely with internal clients, to improve the flow of information and implement any procedural changes.
º Explains and ensures compliance with current legislation, Bank policies, programs, and procedures, as well as industry and Canada Revenue Agency’s standards for clients.
º Keep abreast of new product information and promotions, organizational policies and procedures, industry standards and trends, as well as legislation by Canada Revenue Agency.
º Contribute ideas to promote efficiency and a higher standard of service within the Call Centre.
º Participates in special projects and carries out any other similar or general task at the request of their superior or that may be required by their function.
º Post-secondary degree or diploma in Business or in a related field.
º 2 to 3 years of work experience related to administration or processing within a financial institution is required for the role.
º Excellent analytical skills to perform investigative work due to escalated issues.
º Completion of Investment Funds of Canada (IFIC) or Canadian Securities Course (CSC) is preferred.
º Knowledge of mutual funds, self-directed products, securities, and lending products.
º Excellent attention to detail and accuracy.
º 35 to 40 words per minute typing/keyboarding speed; accuracy is essential
º Must possess intermediate to advanced skills in MS Excel. Computer literacy in Microsoft Office (Word, Excel and PowerPoint) and Outlook a must.
º Familiarity with using large and complex financial database systems; ability to learn inquiry functions in back office processing systems.
º Good interpersonal and communications skills, both verbal and written.
º Excellent customer service skills with the ability to communicate information effectively.
º Able to work in a high volume environment with extremely demanding time frames.
º Strong organizational, time-management and multitasking skills.
º Highly motivated with a desire to succeed and progress.
º Ability to work effectively with others as part of a team.
º Familiarity with 5S, Kaizen Principles, Six Sigma or other Continuous Improvement methodologies is an asset.
º Bilingual (French/English) verbal and written communication skills are mandatory.
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.