Customer Service Agent in Dispute

6 months ago

Montréal, Canada National Bank of Canada Full time

A career as a customer service agent in dispute demonstrates your analytical skills as well as your ability to make decisions. It means having a positive impact on the process of challenging our customers.

**Your remuneration**

The salary starts at $23.75 per hour and we offer a program to reimburse your education.

**Your job**
- Answer incoming and outgoing calls
- Assist our clients in the transaction dispute process
- Listening to needs and offering personalized solutions
- Share your ideas to help our teams continuously improve their service
- Build a relationship of trust with customers, internal colleagues and partners
- Refer clients to your colleagues for specialized needs
- Be a positive leader in your field of expertise
- Collaborate and share your knowledge with your colleagues

**Your team**

In the Fraud Prevention and Detection department, you will be part of a dynamic team of 22 colleagues and report to the Section Director. Our team stands out for its curious, ready to get involved and, above all, passionate people to help us progress in achieving our mission: to have a positive influence on people's lives through the fraud and dispute process.

The Call Center is open from **8 a.m. to 8 p.m. Monday to Friday** and you must be available **full-time, 37.5 hours per week**, during these business hours. Your work schedule will be variable and available three weeks in advance.

**Your training and development**

Your start consists of a day training course lasting about 4 weeks. Your hands-on training on the lines, supported by expert colleagues, will continue for about 2 weeks.

Our training, based on learning in action, allows you to master your craft. Access to colleagues with different expertise, experience and diverse profiles enriches your development from all points of view.

New horizons are available to you, career path in your role, promotion, evolution in the sector and other scenarios are accessible. There are many career opportunities and we encourage internal mobility.

**Prerequisite**
- Have a high school diploma
- Experience in customer service
- Experience in dispute (charge back) or transactional analysis is a strong asset
- Valuing behaviours of complicity, power to act and agility
- Have the desire to develop and evolve in a stimulating and constantly changing work environment
- Excellent interpersonal skills
- Detail-oriented, curious and dynamic
- Decision-making skills

**Your benefits**

In addition to competitive compensation, upon hiring you’ll be eligible for a wide range of flexible benefits to help promote your wellbeing and that of your family.
- Health and wellness program, including many options
- Flexible group insurance
- Generous pension plan
- Employee Share Ownership Plan
- Employee and Family Assistance Program
- Preferential banking services
- Opportunities to get involved in community initiatives
- Telemedicine service
- Virtual sleep clinic

These are a few of the benefits available to you. We have an offer that keeps up with trends as well as your needs and those of your family.

Our dynamic work environments and cutting-edge collaboration tools foster a positive employee experience. We actively listen to employees’ ideas. Whether through our surveys or programs, regular feedback and ongoing communication is encouraged.

**We're putting people first**

We're a bank on a human scale that stands out for its courage, entrepreneurial culture, and passion for people. Our mission is to have a positive impact on peoples' lives. Our core values of partnership, agility, and empowerment inspire us, and inclusivity is central to our commitments. We offer a barrier-free workplace that is accessible to all employees.

Come live your ambitions with us

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