Client Services Specialist

6 days ago

Vancouver, Canada Peoples Trust Full time

Job Details

Description

About us:
Peoples Group is a boutique financial institution with offices located in Vancouver, Calgary, Toronto, and Montreal that has been in the Canadian marketplace for over 35 years. Our mission is to exceed our customers' expectations by providing exceptional customer service backed by extensive product knowledge and experience.

Our culture here at Peoples Group is formed by our values: Trustworthy, Creative, Willing. We believe people don't choose a company to work for, they choose a company to join. We prioritize risk-based practices and procedures in order to remain risk intelligent and compliant. We value people, building relationships, and focusing on strengths; we execute with passion.

About the work environment:

Peoples Group offers a flexible and hybrid work environment. In this role you will work a combination of in-office and remotely from home. Typically, you'll be working regular business hours, Monday to Friday between 8:00am and 4:30pm. The role will need some flexibility around earlier start times to cover for our Toronto office.

We are hiring for this position out of our Vancouver office. Successful candidates who apply outside of these areas will be expected to relocate and reside in a location that is within a commutable distance.

About you: 

You are a highly motivated and skilled Client Services Specialist with experience in providing exceptional customer service in a call center environment. You are organized, able to switch gears midstream and have great attention to detail. A proven track record in relationship building and experience working within the financial services industry.

The Bilingual Client Services Specialist will interact directly with customers, understand their needs, troubleshoot issues, answer product inquiries, and perform proactive account maintenance all while delivering a seamless customer experience across all channels of communication. The customer contact will primarily be over the phone with some email and in person interactions (location based). The Bilingual Client Services Specialist will require great communication skills working in a team-based environment with.

About the day-to-day :

Respond to incoming customer calls and email inquiries in a timely and professional manner, within agreed service levels. Strive to resolve customer issues and queries at first contact and demonstrated ability to build and maintain strong client relationships. Maintain a positive, empathetic, and professional attitude towards customers at all times. Support customer requests for opening accounts, including handling transactions and supporting customers who walk into the branch. Interact with customers to identify their financial needs and refer them to the appropriate expert or guide them to alternative channels such as online banking. Ensure key performance indicators are met to maintain call center service levels, emails, and call quality to contribute to team business efficiency targets. Stay up to date with all product and services offered by the Peoples Group family of financial services. Adhere to all compliance regulations and procedures.

About the qualifications:

Minimum two years experience in a customer service role. Minimum one year experience in financial services, branch experience preferred. Knowledge of banking products including high interest savings accounts and term deposits preferred. Knowledge of banking systems, such as DNA, preferred. Knowledge of registered plans (RRSP, TFSA, RRIF), preferred. Working knowledge of AML/KYC requirements preferred. Flexible to work Eastern or Pacific time business hours depending on business needs (Vancouver office hours 8:00AM-4:30PM PST. Toronto office hours 8:00AM-4:30PM EST). Excellent communication skills both verbal and written. Must be bilingual in French and English. Demonstrated ability to build and maintain strong customer relationships, while consistently providing a high standard of service. Excellent interpersonal, organizational and time management skills. Excellent problem-solving skills with a great attention to details. Strong computer skills, with proficiency in Word, Excel and Outlook.

Compensation:
Peoples Group is pleased to offer employees a competitive annual salary plus a discretionary profit share opportunity. Salary for this position will vary between $50,000 and $54,000 per year depending on the knowledge, skills, abilities and experience that the chosen candidate possess. As part of our recruiting process, shortlisted candidates will be asked their salary expectations for this position.

Help us get to know you better by answering our application questions Your participation is expected as an essential part of our selection process.

NOTE: Peoples Group is an Equal Employment Opportunity employer. Please accept our utmost appreciation for your interest; however, only those applicants under consideration will be contacted.

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