Looking to join a growing financial services team? Rogers Bank, a subsidiary of Canada’s leading wireless, cable and media company, is expanding and seeking passionate individuals to develop and implement innovative financial solutions and experiences. The bank offers unique cash-back benefits and financing options for Rogers purchases using cutting-edge technology. Interested? Take the next step and consider this opportunity to make a meaningful impact with Rogers Bank.

TO PROTECT OUR PEOPLE, BRAND AND ASSETS, A PRE-EMPLOYMENT BACKGROUND CHECK WILL BE CONDUCTED. AS PART OF OUR SELECTION PROCESS, ALL CANDIDATES MUST CLEAR A CRIMINAL BACKGROUND CHECK. ADDITIONALLY, A CREDIT CHECK AND DRIVERS ABSTRACT MAY BE REQUIRED DEPENDING ON THE ROLE.

Schedule: Full time
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 1 Mount Pleasant (083), Toronto, ON
Travel Requirements: None
Posting Category/Function: Call Centre Operations & Operations Support
Requisition ID: 320121
At Rogers, we believe the key to a strong business, is a diverse workforce where equity and inclusion are core to making everyone feel like they belong. We do this by embracing our diversity, celebrating our different perspectives, and working towards creating environments that empower our people to bring their whole selves to work. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential by removing any barriers for equal participation. We work with our candidates who are experiencing a disability throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You matter to us! For any questions, please visit the Recruitment Process FAQ.
Posting Notes: Rogers Bank

What you’ll be doing:

• Manage shared Outlook mailboxes for the intake of reports and triaging of technical and or customer issues.
• Support the management and performance of management processes (liaise with vendors to collect the status of evaluations, reporting, and presentations)
• Manage Back Office activities related to training and development processes
• Perform key control oversight QA activities for Back Office and Disputes
• Maintain reporting on KPIs for Back Office and Disputes
• Support the creation of knowledge management materials.
• Track and analyze reject reports for trends and potential training opportunities.
• Support Customer Service with non-designated level exception requests
• Responsible for the onboarding and maintenance of Rogers Bank and third-party employees
• Support the creation of monthly business reports for the Back Office and Disputes
• Accountable for processing all Credit Balance Refund requests via various channels and following Bank procedures when processing high dollar amounts.
• Collaborate with the Compliance team to notify customers of changes to account statuses based on relevant guidelines.
• Support the Finance team with validating payment reversal and transfer requests.
• Review and action the Monthly Non-Canadian Address Report.
• Collaborate with third-party vendors to contact customers with stale dated Credit Balance Refund cheques and document the results of those efforts.
• Retrieve call recordings from a third-party vendor to aid in customer investigations or as apart of operations audit of record retention.
• Strong understanding of ADM, TS2, TCS, and Mastercom platform.
• Based on involvement in daily customer inquiry, resolutions and customer facing work, propose process improvements.
• On rotation for 24/7/365 after hours production issue identification and resolution.
• Other duties as assigned