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Customer Service Manager

4 months ago

SaintLazare, Quebec, Canada National Bank Full time


Job Posting

Attendance On-Site

Job Number: 20733

Category: Manager

Status: Permanent

Type of Contract: Permanent

Schedule: Full-Time

Full Time / Part Time? Full-Time

Posting date: 24-Apr-2024

Location: Saint-Lazare, Quebec City

Province/State: Quebec

Area of Interest: Advisory services, Personal banking

As a Customer Service Manager, you'll be responsible for supporting and helping transaction service employees make a positive impact in people's lives while also enabling your team to grow professionally. You'll play a leadership role by helping the Branch Manager make sure your branch functions smoothly and by listening to and coaching your employees day-to-day.

Your role:

  • Guide and coach the team of representatives in identifying clients' financial needs
  • Make sure the team promotes the Bank's products and services and refers clients to the right resource
  • Support your team of representatives in achieving their objectives. Guide them and provide advice on work methods and service/business development techniques after setting and following up on performance objectives and business development referrals
  • See that the branch's operational activities are carried out efficiently
  • Build loyalty by maintaining close relationship with clients and offering them quality service

More specifically, you will:

  • Manage complaints concerning transaction and retail banking services, in particular by handling and documenting complaints received at the branch to make sure their resolution improves client satisfaction
  • Develop an action plan with the Branch Manager, ensure its implementation, and circulate the results of the Client Experience Metrics survey
  • Explain to your team the rules for client segmentation, referrals, transaction execution, risk management, regulatory compliance and branch operating procedures, and make sure they are followed
  • Work with your team and other units to complete various mandates, analyses and special projects, or supervise such activities

Your Team:

With us, you will benefit from the solidity of a large company, a vast territory with great potential and working conditions allowing flexibility, while contributing to building the lives of people here. Our training programs based on learning in action allow you to master your role. Personalized training content is available to promote your continuous learning. Access to colleagues with different expertise, experiences and diverse profiles enriches your development from all points of view.

Basic requirements:

  • College diploma and four to six years of experience, depending on position level OR Bachelor's degree in a related field and one to six years of experience, depending on position level
  • Experience in personnel management and coaching
  • Experience in business development and customer service
  • Knowledge of financial products and services

Skills:

  • Client-focused
  • Critical Thinking
  • Decision Making
  • Diversity & Inclusion
  • Emotional Intelligence
  • Learning Agility
  • Managerial Courage
  • Mobilization
  • Partner Development
  • Problem Solving
  • Resiliency
  • Risk Management
  • Strategy Execution
  • Stress Management

Your benefits:

  • Health and wellness program, including many options
  • Flexible group insurance
  • Generous pension plan
  • Employee Share Ownership Plan
  • Employee and Family Assistance Program
  • Preferential banking services
  • Opportunities to get involved in community initiatives
  • Telemedicine service
  • Virtual sleep clinic

We're putting people first:

We're a bank on a human scale that stands out for its courage, entrepreneurial culture, and passion for people. Our mission is to have a positive impact on peoples' lives. Our core values of partnership, agility, and empowerment inspire us, and inclusivity is central to our commitments. We offer a barrier-free workplace that is accessible to all employees. We want our recruitment process to be fully accessible. If you require accommodation, feel free to let us know during your first conversations with us. We welcome all candidates

What can you bring to our team? Come live your ambitions with us Une carrière en tant que ConseillerAs a Senior Legal Advisor in the Legal