Manager Customer Service

at  National Bank of Canada

As a Customer Service Manager, you’ll be responsible for supporting and helping transaction service employees make a positive impact in people’s lives while also enabling your team to grow professionally. You’ll play a leadership role by helping the Branch Manager make sure your branch functions smoothly and by listening to and coaching your employees day-to-day.

BASIC REQUIREMENTS

• College diploma and four to six years of experience, depending on position level OR Bachelor’s degree in a related field and one to six years of experience, depending on position level
• Minimum 2 years experience in personnel management and coaching
• Mutual Fund Representative (MFR) title, an asset
• Experience in business development and customer service
• Knowledge of financial products and services
  Your benefits

In addition to competitive compensation, upon hiring you’ll be eligible for a wide range of flexible benefits to help promote your wellbeing and that of your family.

• Health and wellness program, including many options
• Flexible group insurance
• Generous pension plan
• Employee Share Ownership Plan
• Employee and Family Assistance Program
• Preferential banking services
• Opportunities to get involved in community initiatives
• Telemedicine service
• Virtual sleep clinic

These are a few of the benefits available to you. We have an offer that keeps up with trends as well as your needs and those of your family.
Our dynamic work environments and cutting-edge collaboration tools foster a positive employee experience. We actively listen to employees’ ideas. Whether through our surveys or programs, regular feedback and ongoing communication is encouraged.

• Guide and coach the team of representatives in identifying clients’ financial needs
• Make sure the team promotes the Bank’s products and services and refers clients to the right resource
• Support your team of representatives in achieving their objectives. Guide them and provide advice on work methods and service/business. development techniques after setting and following up on performance objectives and business development referrals
• See that the branch’s operational activities are carried out efficiently
• Build loyalty by maintaining close relationship with clients and offering them quality service

More specifically, you will :

• Manage complaints concerning transaction and retail banking services, in particular by handling and documenting complaints received at the branch to make sure their resolution improves client satisfaction.
• Develop an action plan with the Branch Manager, ensure its implementation, and circulate the results of the Client Experience Metrics survey.
• Explain to your team the rules for client segmentation, referrals, transaction execution, risk management, regulatory compliance and branch operating procedures, and make sure they are followed.
• Work with your team and other units to complete various mandates, analyses and special projects, or supervise such activities.