Customer Service Analyst

3 weeks ago

Ottawa, Canada Bank of Canada Full time

**Customer Service Analyst**

**Take a central role**
The Bank of Canada has a vision to be “a leading central bank—dynamic, engaged and trusted—committed to a better Canada.” No other employer in the country offers you the unique opportunity to work at the very center of Canada’s economy, in a diverse and inclusive organization with significant impact on the economic and financial well-being of all Canadians. You will be challenged, energized and motivated to excel in an environment where we are reinventing central banking, renewing ways of doing business and reinforcing a culture of innovation.

Find out more about the next steps in our Recruitment process.

**Did you know?**
The Unclaimed Properties Office (UPO) has been undergoing a multi-year program transformation that will increase its back-office efficiency, strengthen its resilience and security posture as well as provide a stronger user experience for both customers and financial institutions. In June 2023, the Bank will repatriate the Retail Debt Program after being outsourced for more than 20 years. A new technical solution will enable better streamlining of processes and procedures that support all UPO product lines including Canada Savings Bond certificates, non-certificated bond formats and several types of unclaimed bank balance properties.

**What you will do**
Reporting to the Senior Manager, Channel Management and Communications, the Customer Service Analyst will be representing the Unclaimed Properties Office, acting as an ambassador and enabling positive customer experience. You will be the first line of defense in the prevention and detection of fraud, authenticating customers and ensuring confidentiality of Personal Identifiable Information (PII) is maintained.

Specifically, you will:

- Initiate and complete customer transactions on the phone when appropriate.
- Provide customers with responses about product information, documentation requirements and how to claim or redeem properties.
- Create customer cases for UPO back-office when first-call resolution is not possible.
- Collaborate with the Property Adjudication Management Lead to resolve escalated inquiries

**What you need to succeed**

You are also able to:

- exchange information and ideas adapted to the target audience
- motivate self to generate and implement creative solutions and novel ways to organize and share knowledge
- effectively prioritize tasks, while maintaining accuracy, attention to detail and speed while meeting the targets

**Nice-to-have**
- Knowledge of the Bank’s operations related to its role as fiscal agent to the Government of Canada and unclaimed bank balances
- Knowledge of the Canadian financial industry
- Basic accounting and calculations skills
- Experience in B2B and B2C communications

**Your education and experience**
The position requires a college diploma or higher, with a minimum of 3 years work experience in customer service in a similar industry, or an equivalent combination of education and experience may be considered.

**What you need to know**
- Language requirement: English and French essential (bilingual) with a minimum starting level of functional (level 4) in second official language. Training may be provided to help reach the required level of fully functional (level 5) in second official language.
- Priority will be given to Canadian citizens and permanent residents
- Security level required: Be eligible to obtain Reliability
- Please save a copy of the job poster. Once the closing date has passed, it will no longer be available.
- In response to the COVID-19 pandemic and further to public health guidelines, preventative measures are being taken to ensure health and safety during the recruitment process. All interviews are conducted virtually.

**Hybrid Work Model **#LI-Hybrid**

The Bank is conducting a trial of a hybrid working model which provides employees with the flexibility to telework for significant portions of each month. During the trial, employees will be expected to come onsite on those days when they are involved in activities that they or their leader feel are better conducted in person and to build connections with colleagues. For the majority of employees, it is expected that onsite time will range from 5 to 10 days per month, depending on your role. You must live in Canada, and within reasonable commuting distance of the office.

**Vaccination Policy**What you can expect from us**
This is a great opportunity to join a leading organization and be part of a high-performing team. We offer a competitive compensation and benefits package designed to meet your needs at every stage of your life and career. For more information on key benefits please visit A great deal to consider.
- Salaries are based on qualifications and experience and typically range from $59,415 to $69,900 (job grade 13)
- Depending on performance, you may be eligible for performance pay for successfully meeting (3 to 5% of your base sa

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