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Customer Service Analyst

1 month 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 an organization with significant impact on the economic and financial well-being of all Canadians. You will be challenged, energized and motivated to excel in our environment.

Building on the principles that have always guided us - excellence, integrity and respect - we strive to be forward-looking and innovative, to welcome people with diverse perspectives and talents, and to earn trust by living up to our commitments and by clearly explaining the intent of our policies and actions.

With our defined-benefit pension plan, benefits, and high flexibility for work life balance - find out more about why we are annually ranked as one of Canada's top employers: Working Here - Bank of Canada

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

**Did you know?**
The Unclaimed Properties Office (UPO) is responsible for delivering core operational requirements for unclaimed properties, such as Canadian retail debts products and unclaimed bank balances with the aim of reuniting individuals with their rightful monies.

The Unclaimed Properties Office manages over $1 billion in unclaimed properties and have experts ready to serve Canadians in accessing their forgotten funds.

**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 other experts 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

**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
- There will be no relocation assistance provided
- Please save a copy of the job poster. Once the closing date has passed, it will no longer be available.

**Hybrid Work Model**

The Bank offers work arrangements that provide employees with flexibility, enable high-performing teams, and support an excellent workplace culture. Most employees can telework from home for a substantial part of each month as part of the Bank's hybrid work model, and they are expected on site at the Bank location a minimum of eight days per month to help build connections between colleagues. You must live in Canada, and within reasonable commuting distance of the office.

**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 $64,881 to $76,331 (job grade 13)
- The Bank offers an incentive for successfully meeting expectations at 3 to 5% of your base salary. The Bank offers additional performance pay (2%) for those who exceed expectations. Exceptional performers who far exceed expectations may be eligible for higher performance pay.
- Flexible and comprehensive benefits