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Customer Service Representative

1 month ago

Sydney, Nova Scotia, Canada Mass Markets Full time

Job Overview

Financial Services Representative (Full-Time)

We are seeking a customer-focused professional to support inbound and outbound customer service projects for financial services clients. The ideal candidate will work to ensure our organization provides world-class service to our members, employees, and communities.

This role involves interacting with bank customers to provide product and account information, resolve customer issues, and answer questions regarding bank processes. The successful candidate will have excellent communication skills, a willingness to learn, and a high level of reliability.

To be considered for this position, you must complete a full application on our company careers page, including screening questions and a brief pre-employment test.

Key Responsibilities

  • Handle inbound customer calls in a courteous, timely, and professional manner, including email and live chat.
  • Listen to customers, understand their needs, and resolve customer issues.
  • Escalate customer issues to the appropriate staff and managerial for resolution as needed.
  • Ensure first call resolution through problems solving and effective call handling.
  • Follow the processes of the Client program and perform all tasks in a courteous and professional manner.
  • Utilize knowledge base and training to accurately answer customer questions.
  • Create and maintain customer CRM records with accurate call details.
  • Accurately document call resolution in appropriate systems.
  • Strictly follow client process for handling financial issues and inquiries.
  • Comply with requirements surrounding confidential information and personal information.
  • Follow all required scripts, policies, and procedures.
  • Adhere to all attendance and work schedule requirements, including all scheduled training.