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Senior Client Liaison

2 months ago

Montreal, Quebec, Canada GardaWorld Full time

About GardaWorld Cash Services:

GardaWorld Cash Services is a leading provider of customized end-to-end cash solutions in North America, including secure transportation, cash management, cash vault processing, ATM and cash recycler services. As the largest processor of cash, coin and check in Canada and the US, we manage and move over $8B in cash every day serving the financial, commercial, government and corporate sectors.

Our Mission:

The Senior Client Liaison – Banking Clients oversees client relationships, handling escalations, prioritizing communications, and coordinating requests across departments. The role focuses on maintaining client satisfaction through effective service management and proactive problem-solving in a dynamic business setting.

Key Responsibilities:

  • Act as a privileged intermediary for the client, listening to their needs and requirements; serve as the primary point of contact for escalations.
  • Receive and prioritize client calls and emails.
  • Handle client requests and ensure follow-up.
  • Coordinate various requests between work teams.
  • Monitor service quality, prepare monthly reports on negotiated service agreements, and other related reports.
  • Maintain client profiles in the computer system.
  • Maintain and generate reports on databases associated with client case management.
  • Produce, validate, and invoice special service requests.
  • Coordinate orders for supplies and stationery.
  • Conduct thorough research to find missing items to complete transactions and support clients with cash management aspects of contracts.
  • Support and participate with sales teams in weekly/monthly client meetings.
  • Have knowledge of accounting (understanding of general ledger accounts, debits, credits, etc.).
  • Bring new ideas to improve our processes.
  • Participate in solution design.
  • Participate in implementing recommendations and facilitate team adoption as needed.
  • Any other related tasks related to customer service excellence and improving client relations.

Requirements:

  • Expert in research. Knowledge of banking back office and accounting. Excellent team player.
  • Knowledge or experience in Cash Management and Secure Transport (an asset). Excellent customer service skills. Bilingual (spoken/written) in English and French. Comfortable with CRM systems and various computer software. (Freshdesk) Proficiency in Microsoft Word, Excel, and Outlook. Strong organizational skills and ability to manage priorities. Exceptional communication and problem-solving skills. Professionalism, autonomy, and ability to adapt in a fast-paced, evolving environment.

Why Choose GardaWorld Cash?

  • Competitive salary
  • Insurance: drug plan, vision, dental care, life, disability
  • Retirement plan
  • Work-life balance
  • Employee Assistance Program
  • Free parking on site
  • Corporate discounts
  • Dynamic work team
  • Global company offering long term career opportunities
  • Mentoring, coaching and training opportunities