Our client is a top financial institution with significant North American holdings. They have operations across most major verticals, including institutional & corporate, wealth management, private client, commercial banking, treasury, and retail banking.
Introduction: Prime Hires is seeking a skilled Bilingual Operations Officer to join our client.
Contract Period: 11 months with potential to extend or convert
Pay Rate: $25 per hour
Location: Mississauga, ON
Location Type: Hybrid: 4 days onsite per week starting November
Business Hours: Monday to Friday; 8:30 -4:30 - 8-4 or 9-5

Job Responsibilities:

• Handling inbound and outbound calls - daily 10 -12 calls - 20-40 mins average in length
• Understand and use the Customer Experience Model (CEM) during customer interactions, maintaining professional and empathetic tones throughout
• Ensure adherence to quality standards for all manner of correspondence including Bank branding and communication guidelines
• Triage Request for Information (RFI)s by seeking clarification from requesting groups to determine what customer information is required
• Prepare and ensure proper storage of information/data available prior to reaching out to the customer to display knowledge and expertise
• Prioritize customer contacts by following guidelines; meet/exceed SLAs (internal and regulatory) throughout the process
• Liaise with Branches when required to gather additional documentation
• Adhere to the documented procedures, including the customer escalation protocol
• Maintain an updated customer data base including accurate information and documentation gathering for records maintenance as well as recourse for any future customer concerns or escalations
• Promote legendary experiences for customers through the development of a solid understanding of business strategy, policies and procedures across a wide spectrum of retail products and services

Experience & Qualification Requirements:

• Bilingual is a must (French/English)
• 1 to 2 years of AML/ Banking experience
• Prior experience with SLAs
• Excellent analytical and problem-solving skills
• Strong listening, writing and verbal communication skills
• High proficiency in Microsoft applications (Excel, Word, PowerPoint and Visio)
• Customer service experience with above average telephone customer service skills/Call center experience
• University degree or equivalent work experience
• Being collaborative, teamwork, ownership
• Call Centre experience - inbound and outbound

• Handling inbound and outbound calls - daily 10 -12 calls - 20-40 mins average in length
• Understand and use the Customer Experience Model (CEM) during customer interactions, maintaining professional and empathetic tones throughout
• Ensure adherence to quality standards for all manner of correspondence including Bank branding and communication guidelines
• Triage Request for Information (RFI)s by seeking clarification from requesting groups to determine what customer information is required
• Prepare and ensure proper storage of information/data available prior to reaching out to the customer to display knowledge and expertise
• Prioritize customer contacts by following guidelines; meet/exceed SLAs (internal and regulatory) throughout the process
• Liaise with Branches when required to gather additional documentation
• Adhere to the documented procedures, including the customer escalation protocol
• Maintain an updated customer data base including accurate information and documentation gathering for records maintenance as well as recourse for any future customer concerns or escalations
• Promote legendary experiences for customers through the development of a solid understanding of business strategy, policies and procedures across a wide spectrum of retail products and service