Client Service Representative

1 week ago

Calgary, Canada Olympia Trust Company Full time

**Role Summary**

**Role Responsibilities**
- Upholds the division and Olympia’s reputation and values, while promoting our motto “With Us, It’s Personal” in all interactions with employees, clients and business associates
- Inform clients of the necessary documents required for various transaction types and explain form components to ensure they feel at ease with the process and all documentation is completed correctly
- Explain all policies and procedures to clients while identifying when inquiry must be routed to specialty resources
- Assist client with any technical issues experienced with our website
- Recognize urgent client concerns and escalate issues to Team Lead
- Provide legendary, personalized client experience
- Remain up to date on all Olympia products, services, legislative requirements
- Ensure the efficiency of business processes, policies and procedures, to deliver on
- client commitments with speed and quality
- Actively participate in projects and team meetings
- Organize and assist with the training of any new team members
- Recognize opportunities and further educate clients
- Owns the execution of day to day operational activities to maintain effective and efficient customer services
- Flexible to perform various assigned tasks as requested by team and management

**Competencies**
- Demonstrates flexibility and resilience in response to constraints, failures, and adversity and adjusts priorities to multiple demands and unanticipated events
- Proven ability to work in a fast-paced, dynamic environment, while delivering a high level of client service and consistently meeting deadlines
- Must have the ability to maintain professionalism in all situations with the desire to engage and quickly connect with clients
- Confidence and strong personal credibility when establishing personal relationships and working with sophisticated clients
- High attention to detail and the ability to uncover needs that are not articulated or clearly expressed by a client

**Experience and Skills**
- High school Diploma is required
- Diploma in Business Administration or related field of study is an asset
- Bachelor’s degree in Management, Economics or related field of study is an asset
- 3 Years of Customer Service required
- 1-3 Years of Financial or Banking industry experience preferred
- 1-3 Years of Call Center or Administration experience is preferred
- Requires a beginner level understanding of the Anti‐Money Laundering (AML) policies and procedures
- Strong communication skills to liaise with customers and teams
- Successful completion of a Criminal Background check is required
- Bilingual is beneficial

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