Seeing beyond numbersTM
At Laurentian Bank, we believe we can change banking for the better. Founded in Montreal in 1846, Laurentian Bank helps families, businesses and communities thrive. Today, we have over 2,800 employees working together as One Team, to provide a broad range of financial services and advice-based solutions for customers across Canada and the United States. We drive results by placing our customers first, making the better choice, acting courageously, and believing everyone belongs.
This role sits within Laurentian Bank.
You will support our customers in their daily transactional needs. You will also work in collaboration with the Consultants, Personal Services working in branch. You would support your colleagues in their advisory and business development roles in order to provide clients with the opportunity to improve their overall financial health. As such, your mandate will be to serve customers calling their customer contact center and meet their needs.

SCHEDULE + AVAILABILITIES:

• 37.5 hours per week
• Shifts will vary between 8:00am to 9:00pm according to the following:
• You will work one week of day shifts and one week of evening shifts on rotation
• You will work one weekend shift (Saturday and Sunday) every 3 weeks
• 12 weeks training at our head office in Montreal and hybrid work afterwards (1360 Boul. René-Lévesque, Montreal QC H3G 2W4)
• Start date: November 17, 2025

Responsibilities:

• Answer calls in an efficient and professional manner, while maintaining the overall performance standards of the relevant department
• Resolve customer concerns regarding their file through close collaboration with other internal stakeholders
• Respond to written customer inquiries, compile and distribute data for resolution of customer issues, and pass on issues beyond their reach
• Handle non-financial routine transactions between calls and written file updates
• Maintain excellent up-to-date knowledge of product and service features, policies and procedures
• Monitor and follow up on escalated call tickets
• Explain and ensure compliance with applicable legislation, Bank policies, programs and procedures, as well as industry and Canada Revenue Agency customer standards
• Stay inform of new product information and promotions
• Identify and implement ideas to promote efficiency and service levels
• Perform any other related duties as requested by your supervisor that may be required by their function
• Opportunity to participate in special projects.

QUALIFICATIONS:

• Six months to one year of customer service and sales experience
• Experience in a call center, an asset
• Any other combination of training and experience deemed relevant
• Talented in communication and interpersonal skills
• Fluency in French and English* (oral and written)
• Knowledge of another language an asset
• Good knowledge of MS Office (Word, Excel, Outlook)
• Ability to work simultaneously with multiple software and IT tools while communicating effectively with the client
• Team spirit, sense of organization, courtesy, empathy and excellent customer service
• Professional working proficiency in French and English languages required as position involves frequent written and oral communication on complex matters with internal and external parties in both languages.

• Answer calls in an efficient and professional manner, while maintaining the overall performance standards of the relevant department
• Resolve customer concerns regarding their file through close collaboration with other internal stakeholders
• Respond to written customer inquiries, compile and distribute data for resolution of customer issues, and pass on issues beyond their reach
• Handle non-financial routine transactions between calls and written file updates
• Maintain excellent up-to-date knowledge of product and service features, policies and procedures
• Monitor and follow up on escalated call tickets
• Explain and ensure compliance with applicable legislation, Bank policies, programs and procedures, as well as industry and Canada Revenue Agency customer standards
• Stay inform of new product information and promotions
• Identify and implement ideas to promote efficiency and service levels
• Perform any other related duties as requested by your supervisor that may be required by their function
• Opportunity to participate in special projects