Problem Resolution Analyst

at  Banque Laurentienne

QUALIFICATIONS

• Post-secondary degree or diploma and 1 to 3 years of related work experience in customer service, preferably in a call centre environment within a financial institution.
• Completion of Investment Funds of Canada course (IFIC) or Canadian Securities Course (CSC) is an asset.
• Familiarity with 5S, Kaizen Principles, Six Sigma or other Continuous Improvement methodologies is an asset.
• Good knowledge of banking, mortgage, investment accounts and investment lending products.
• Demonstrated listening, interpersonal verbal and written communication skills are required for the role.
• Proven customer service skills; solid listening skills in order to address customer’s needs, ability to anticipate needs or problems; ability to problem solving and efficiently finding solutions.
• Excellent time management and organizational skills, with the ability to multi-task and meet deadlines.
• Demonstrate ability in core and role specific competencies including teamwork, adaptability, listening, interpersonal and verbal communication, results orientation, judgement.

• Respond to telephone inquiries regarding products in an efficient and professional manner, in compliance with overall performance standards, and departmental service standards.
• Resolve client concerns regarding their file through close collaboration with other internal stakeholders, such as Credit Officers, Administration Officers, and Business Development staff.
• Reviews and responds to written inquiries from clients, compiles and distributes data for resolution of client issues, and escalates issues that are beyond their scope.
• Process routine, written requests for information between calls.
• Maintain excellent and up-to-date knowledge of features, policies and procedures about the products and services.
• Assist Senior Customer Service Officer and Assistant Manager in creating new scripts, Quick Reference Guides, and Question-Answer Documents pertaining to both new and current product offerings, processes, procedures and legislative changes.
• Cooperate in the preparation of the weekly schedule for the Call Centre.
• Work closely with all product owners to improve the flow of information and procedural changes within their departments and Customer Service.
• Monitors and follows-up on escalated call tickets.
• Works closely with internal clients, to improve the flow of information and implement any procedural changes.
• Explains and ensures compliance with current legislation, Bank policies, programs, and procedures, as well as industry and Canada Revenue Agency’s standards for clients.
• Keep abreast of new product information and promotions, organizational policies and procedures, industry standards and trends, as well as legislation by Canada Revenue Agency.
• Contribute ideas to promote efficiency and a higher standard of service within the Call Centre.
• Participates in special projects and carries out any other similar or general task at the request of their superior or that may be required by their function.