Telephone Support Agent

2 weeks ago

CoteauduLac, Canada Desjardins Full time

At Desjardins, we believe in equity, diversity and inclusion. We're committed to welcoming, respecting and valuing people for who they are as individuals, learning from their differences, embracing their uniqueness, and providing a positive workplace for all. At Desjardins, we have zero tolerance for discrimination of any kind. We believe our teams should reflect the diversity of the members, clients and communities we serve.

Job Level

NV-03

The incumbent takes phone calls originating from the AccèsD contact centre, frequently concerning unresolved issues. Process transaction notices and act as the liaison between caisse operations and the AccèsD contact centre.

General Information on the Position

Main Responsibilities- Take transactional, convenience and informational calls originating from the AccèsD Contact Centre. Propose customized and sustainable solutions and ensure the satisfaction of members and customers.- Process transaction notices originating from the contact centre and follow up with members and customers within 24 hours.- Assist members and customers to optimize their use of Desjardins products and services by providing them with information, guiding them in their operations, and, when applicable, by selling convenience and automation products and services.- Compile complaints and problems reported by members, customers, caisse employees and managers, and contact centre and Desjardins Group components. Identify ways to improve service quality and propose solutions.- When coming into contact with members and customers, work to strengthen the trust they have in Desjardins by adequately responding to their needs.- Ensure that activities are completed in a timely fashion and in accordance with prescribed quality standards.- Ensure the security of transactions and operations in accordance with current policies, practices and standards.

Other working conditions- The work arrangement for the position is full-time on-site work #LI-Onsite- Number of jobs available : 1

**Qualifications**:
- High school diploma- A minimum of 2 years of relevant experience

Please note that other combinations of qualifications and relevant experience may be considered- For vacant positions available in Quebec, please note that knowledge of French is required

Specific knowledge- Knowledge of all counter and convenience products and services- Knowledge of integrating data into systems- Understanding of the philosophy and fundamentals of financial services cooperatives- Knowledge of operating procedures related to convenience products and services and automated and assisted transactions- Understanding of telephone protocol- Knowledge of service standards

Desjardins Cross-sector skills

Action oriented, Customer Focus, Differences, Nimble learning

Key competencies for the job

Communicates effectively, Interpersonal Savvy, Situational adaptability

Work Location

170, boul. Harwood, Vaudreuil-Dorion

Trade Union

Non Syndiqué

Unposting Date

2023-02-8

Job Family

Member/client sales and service (FG)

Desjardins Group is the largest cooperative financial group in Canada, and one of the largest employers in the country. It offers a full range of financial products and services and is home to a wealth of expertise in property and casualty insurance, life and health insurance, wealth management, services for businesses of all sizes, securities brokerage, asset management, venture capital, and secure, leading-edge virtual access methods.

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