Customer Service Representative I

at  General Bank of Canada

General Bank of Canada (GBC), headquartered in Edmonton, Alberta, is a Schedule 1 Chartered bank and part of the Wheaton Group. Our roots trace back to the entrepreneurial spirit of our founder in the mid-1950s, who began with a single auto dealership in Saskatchewan. Evolving into one of Canada’s fastest-growing small banks, GBC expanded into helping Canadians with their automotive, aviation, and commercial financing needs.
After years of success, we aim to harness the advantages of our small, nimble structure and work to redefine banking in a digital era. As we strive to build a bank for the future, we take pride in our continuous certification as a Great Place to Work in Alberta for six consecutive years. We love it here and know you will too!

THE OPPORTUNITY

General Bank of Canada is looking for a permanent, full time Customer Service Representative I to join the organization as a key contributor with the Bank’s Customer Service team. Consistent with the growth trajectory of the Bank, this is an excellent opportunity for the right individual to contribute to building the Bank of the future with considerable potential for learning, growth, and advancement.
Reporting to the Team Lead, Customer Service, the Customer Service Representative I is responsible for developing and maintaining excellent relationships with customers through inbound and outbound calls, emails and follow up as required. The Customer Service Representative I is responsible for the professional and timely communication with customers regarding payouts, payments, amendments, and other related loan issues. The Customer Service Representative I will exercise sound judgment while responding to customer requests and following General Bank policies and procedures while aiming for first call resolution when possible. This role is perfect for a recent grad or someone looking to kick start their career in Financial Services.

RESPONSIBILITIES

• Meet and exceed the General Bank Customer Service standards when providing support to customers through inbound calls, emails and returning of voicemails.
• Assist customers quickly, efficiently, and professionally with skill and manners while adhering to the service standards as per the Bank’s Service Level Agreement.
• Using exceptional communication skills, ask probing questions to get to the root cause of the customer’s issue and to answer effectively. Practice active listening, attentive and patient, while serving the customers with integrity and honesty.
• Maintain composure and tone of voice during challenging situations as well as the use of “positive language”.
• Ensure customer satisfaction by providing correct and helpful solutions, as well as, escalating any critical customer issues and inquiries to the Team Lead or Manager.
• Communicate with customers on loan payouts, payments, loan renewal process and other related issues via phone or email.
• Following the end of the customer interaction, action customer requests as required, can include loan updates and amendments.
• Be the in-between between the Credit department and the Customer in the transfer process, follow up all necessary documents to complete Transfer as required.
• Capacity to control and “close” a call with confirmed customer satisfaction.
• Provide back-up to the Receptionist and provide reception support as required.
• Other duties as assigned.

The Customer Service Representative will have over the phone customer service experience and the ability to handle 60+ remote client interactions per day. The following are required competencies for the role:

• The ability to use sound judgment to make decisions, able to explain the why behind the decision, all while considering organizational impact and the Bank’s risk appetite.
• High level of attention to detail, accuracy when recording data and consistency of output, and strong multitasking skills. Demonstrates a high degree of initiative and demonstrated ability to offer creative solutions and meet deadlines.
• Customer-focused, empathetic, and committed to delivering outstanding customer service experience while portraying the General Bank customer service value.
• Collaborative team player thriving in a fast-paced environment, enhancing team dynamics and performance