Operations Officer Iii

1 month ago

Mississauga, Canada Robertson and Company Full time

Our client is a top financial institution with significant North American holdings. They have operations across most major verticals, including institutional & corporate, wealth management, private client, commercial banking, treasury, and retail banking.

Introduction: Prime Hires is seeking a skilled Opereations Officer to join our client.

Contract Dates: 7 months with potential to extend
Pay Rate: $25 per hour
Business Hours: Monday to Friday (Hybrid)

Job Responsibilities:

- Understand and use the Customer Experience Model (CEM) during customer interactions, maintaining professional and empathetic tones throughout
- Ensure adherence to quality standards for all manners of correspondence including Bank branding and communication guidelines
- Triage Request for Information (RFI)s by seeking clarification from requesting groups to determine what customer information is required
- Prepare and ensure proper storage of information/data available prior to reaching out to the customer to display knowledge and expertise
- Prioritize customer contacts by following guidelines; meet/exceed SLAs (internal and regulatory) throughout the process
- Liaise with Branches when required to gather additional documentation
- Adhere to the documented procedures, including the customer escalation protocol
- Maintain an updated customer database including accurate information and documentation gathering for records maintenance as well as recourse for any future customer concerns or escalations
- Develop and execute strategic and tactical activities (through outbound and inbound calling programs) which support a legendary customer experience in the execution of customer information gathering and delivery while supporting business objectives
- Provide a standardized, consistent and centralized (single point of contact) customer interaction model in the RFI (Request For Information) process
- Manage risk and help ensure the first time right' through the triage of all RFIs and information delivery requests to ensure that all event details and required customer information are understood by the officer, seeking clarification from business partners as necessary
- Prioritize requests based on regulatory requirements and internal service level agreements
- Consistently exercise discretion in managing correspondence, information and all matters of confidentiality

Experience & Qualification Requirements:

- Customer service experience with above average telephone customer service skills
- Prior experience with SLAs
- High ethical standards to ensure all privacy related concerns are identified and reported to appropriate areas
- Working knowledge of AML/KYC Regulations and Policy to Bank Risk would be considered a great advantage
- A professional approach with the ability to effectively interact both internally and externally at all levels
- University degree or equivalent work experience
- Call centre within a similar environment, FI (highly desirable)

Personal Attributes:

- Strong listening, writing and verbal communication skills
- Excellent analytical and problem-solving skills
- Great attention to detail
- Excellent written and oral communication, time management, and organizational skills

**_**ALL CANDIDATES MUST COMPLETE A CRIMINAL AND CREDIT CHECK AS PART OF THE APPLICATION PROCESS**_**

**How to Apply**: If you are a motivated professional looking to contribute to a leading team, please submit your resume outlining your qualifications and experience relevant to this role. Prime Hires & the clients we represent, value diversity and are committed to creating an inclusive workplace. We invite all qualified individuals to apply.

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