Bilingual, Customer Service Representative

Hybrid Job number 29358 Category Support Status: Permanent Schedule: Full-Time 07-Nov-2025 Area(s) of interest: Advisory services, Personal banking Our Bilingual Customer Service Representatives are the face and voice of the organization’s Equipment Financing leasing business, providing internal and external customers with service and solutions. Whether connecting over the phone, virtually 2D screen-to-screen or via email, our customer service team oversees any updates or changes to lease and contact information. Your role: Customer service. Lease administration. Process optimization. Responsibilities Execute exceptional customer service. Effectively and efficiently respond or resolve all customer inquiries and concerns in a professional and respectful manner. Manage visitors and telephone calls with a sense of urgency. Exercise discretion and respect the confidentiality of all customer and vendor transactions. Perform complex lease processes. Enter credit applications, process information or documentation requests, verify lease information and generate and distribute lease documents as required. Adjust customer accounts while following policies and guidelines. Administer customer files. Update and process name changes, new lessees, address changes, banking information, etc. as requested by customers. Process optimization. Review all customer inquiries and cancellations for learnings and future optimization of internal processes. Identify opportunities to enhance internal processes, products, and services. Collaborate with customer service team to deliver best in class service. Prerequisites You are fluently bilingual (French & English) and possess a high-school diploma. 1+ years of experience in customer service or office administration. Any financial work experience or knowledge is considered an asset. Skills Customer focused: Deliver outstanding client experiences at every interaction and execute on plans to continuously build the client experience, in line with the organization's brand promise. Provide full-service solutions for clients with the view to be every client’s primary financial partner. Adaptable: Are comfortable working in a high-volume, fast paced setting where you are required to identify and respond to changes quickly, addressing customer inquiries or concerns. Administratively proficient. Respectful of information and data, you are accurate and thorough in your approach, execution & follow up. Confident & assertive. Sound in your knowledge, you deliver communication with tact & diplomacy. Organization and time management. You have the knack to effectively manage several priorities simultaneously. Optimizer: Commitment to working and contributing to continuous improvement of internal processes. Technically proficient. You are comfortable with Microsoft Office Suite of products and are adapt at learning new software as needed. Team player. You work well with colleagues while striving to meet personal goals. Be Part of a Bold New Chapter As we transition from Canadian Western Bank (CWB) to National Bank of Canada (NBC), we're looking for talented individuals to join us on this exciting journey. While you'll begin your role at a CWB location, you'll be part of a forward-thinking team preparing for a seamless move to NBC. Benefits Health and wellness program, including many options. Employee Share Ownership Plan. Employee and Family Assistance Program. Preferential banking services. Opportunities to get involved in community initiatives. Virtual sleep clinic. Our dynamic work environments and cutting-edge collaboration tools foster a positive employee experience. We actively listen to employees’ ideas. Whether through our surveys or programs, regular feedback and ongoing communication is encouraged. 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 Why work at National Bank? For an environment that supports your career path There are many varied opportunities for you to progress and develop, and move ahead in your career. This includes on-the-job learning and training, co-development and pairing with other employees, professional support and mentoring, internal career days or discussion forums with our leaders. For an inclusive and diverse environment We foster inclusion in an environment where each person’s unique qualities, whether visible or invisible, are celebrated and valued. We welcome all candidates What can you bring to our team? #J-18808-Ljbffr