Commerical Analyst, Client Contact Centre

3 weeks ago

Montréal, Canada Business Development Bank of Canada Full time

We are banking at another level.

Choosing BDC as your employer means working in a healthy, inclusive, and skilled workplace that puts forward the best conditions to bring together unique teams where employees are empowered to act. It also means being at the centre of ambitious economic and financial projects to see further and to do things differently, to fuel the success of Canadian entrepreneurs.

Choosing BDC as your employer also means:
- Flexible and competitive benefits, including an Employee Savings and Investment Plan where BDC matches part of your voluntary contributions, a Defined Benefit Pension Plan, a $750 wellness and health care spending account, to name a few- In addition to paid vacation each year, five personal days, sick days as necessary, and our offices are closed from December 25 to January 1- A hybrid work model that truly balances work and personal life- Opportunities for learning, training and development, and much more...
- Please note that temporary positions are not eligible for benefits.

POSITION OVERVIEW

The commercial analyst, client contact centre receives and processes telephone and electronic inquiries sent to the Customer Contact Center. The incumbent quickly analyzes and interprets client requests for information to determine their needs and identify new business opportunities. As a BDC brand ambassador, the analyst advises entrepreneur.es in a courteous and polite manner.

CHALLENGES TO BE MET- Receive and handle telephone calls in a courteous, informed and professional manner. Validate the needs of client.es to ensure they are well understood.- Assist BDC client.es and employé.es in using the client portal, as well as technical problem solving.-
- Receive complaints and take appropriate action using their influence to find a solution that satisfies both the client and BDC before escalating each complaint to the appropriate department, as outlined in BDC's Total Care program.- Help BDC client.es and employé.es use the Client Portal.- Assess the potential of requests for financial services and/or consulting in accordance with BDC's policies, practices and quality standards before referring them to a business centre.- Follow up on funding opportunities with business centres.- Submit requests for additional client.es existant.es funding to their respective business centres.- Stay up-to-date on BDC's financing and consulting policies and practices so you can promote BDC's products and services.- Maintain strong business relationships with the network by informing the représentant.es in the client file of all activities that have been undertaken.

WHAT WE'RE LOOKING FOR-
- Ability to learn new software and keen interest in entrepreneurship- Excellent ability to be autonomous, proactive, active listener and adapt to change- Excellent ability to multitask and provide excellent customer service- Excellent ability to express yourself in English and French in Quebec.- Between 1-3 years of experience in a field deemed relevant- Bachelor's degree in administration or any other field deemed equivalent.

ADDITIONAL INFORMATION

Be available to work between 8:00 a.m. and 8:00 p.m. EST. (Seven-hour shifts), Monday to Friday.

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