Customer Service Representative

**Job Title**:Customer Service Representative
- **Branch**:Thornhill Branch
- **Reports to**:Manager, Customer Service or Senior Manager, Deposits

**Job Summary**

The **Customer Service Representative **is responsible for conducting all teller functions and processing various transactions for customers/clients in accordance with all regulations. The Customer Service Representative ensures compliance with all internal controls and established policies and procedures when conducting all activities including maintaining customer confidence and protecting Bank operations by maintaining confidentiality.

**Responsibilities And Duties**

**Customer/Client Experience**
- Greet and welcome customers in a pleasant manner
- Accept inbound calls from customers/clients and address questions/issues/queries
- Respond promptly and effectively to customer/client requests, concerns, and complaints
- Maintain fruitful relationships with current customers and establish good relationships with new ones

**Transaction Processing**
- Process deposits, withdrawals and other banking transactions for customers/clients
- Ensure identification and signature are verified for all required transactions
- Accept cheques and cash for deposit, verify amounts and ensure accuracy of deposit slips
- Carry out requests for certified cheques, bank drafts, bill payments etc.
- Open and close accounts as required for customers/clients and conduct due diligence as per the _Know your Customer _(KYC), _Client Identification Program_ (CIP), and _AML/ATF Policy & Procedures_
- Order cheques at customer/client request
- Monitor customer transactions for unusual or suspicious (and attempted suspicious) activity/transactions, and report such activity to Manager
- Record all transactions promptly, accurately and in compliance with bank procedures
- Assist customers/clients with performing banking services (utilization of mobile accounts; 1Q Banking)

**Business Development**
- Identify and present products/services to optimize customer/client accounts
- Promote banking products (term deposits, installment savings deposit, TFSA, RRSP), special campaigns, product promotions, and new services
- Network within community by actively being involved and develop new clientele
- Identify referral opportunities and capitalize on them

**Remittance**
- Conduct international wire transfers overseas
- Process incoming/outgoing remittances
- Respond to/make inquiries to corresponding bank in instances of discrepancies in settlement process

**Maintenance of Safety Deposit Box**
- Open, close, and maintain safety deposit box in proper procedures
- Keep track on customer access to the safety deposit box

**Clearing Functions**
- Process daily clearing including error transactions
- Pick up and drop off clearing bag from/to RBC
- Post rejected PAP/DFT transactions
- Prepare business cheques with monthly statements and mail out on the 1st day of the month

**Credit Card Applications**

**Administration**
- Receive and count working cash at beginning of each day
- Prepaid Expense CDIC, budget disbursement
- File daily documents by type and in order
- Sort and distribute incoming mail, order office supplies

**Qualifications and Skills**
- Post-secondary degree or diploma in Business Administration, Finance, or Economics
- Minimum 1 year’s cash handling experience in banking or retail setting
- Minimum 1 years’ experience in banking
- Completion of Canadian Securities Course, an asset
- Intermediate mathematical skills (calculations, concepts involving decimals, percentages and fractions)
- Knowledge of various banking products and services
- Possess excellent customer service skills and is results-driven
- Approachable, adaptable and positive
- Proficient in banking rules, regulations and best practices
- Bilingual preferred (English and Korean)*
- Exemplary organizational, multi-tasking, problem-solving, logic, and communication skills (both verbal and written)
- Ability to follow precise directions and learn banking equipment and software quickly
- Working knowledge of foreign currency
- Proficiency in Microsoft Office (Word, Excel and PowerPoint)

**Benefits**:

- Company pension
- Dental care
- Extended health care
- Life insurance
- Vision care

Schedule:

- Monday to Friday

Ability to commute/relocate:

- THORNHILL, ON: reliably commute or plan to relocate before starting work (required)

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer service: 1 year (required)

**Language**:

- Korean (required)

Work Location: In person