Operations Officer III X 2

Job Title: Operations Officer III
Location: Markham, ON (Hybrid)
Estimated Duration: 8 Months

SUMMARY OF THE ROLE:
DEPARTMENT OVERVIEW: Reporting to the Manager, Deposit Compliance Remediation, Small Business Banking, the Account Specialist, Small Business Banking will assist customers in updating required or missing customer information, conducting account reviews, and providing support to ensure a legendary customer experience.

This position requires a strong communicator who is comfortable engaging with customers over the phone in a contact center environment and ability to navigate multiple software and platforms.

RESPONSIBILITIES:
Customer Contact:

• Provide inbound and/or outbound support to customers in a non-face-to-face environment.
• Create exceptional customer experience with every client interaction and contribute to the ongoing improvement of the overall customer experience by ensuring advice, service, and inquiries and/or issues are managed promptly and effectively under all conditions.
• Navigate multiple screens and systems to locate and update customer information during customer calls.
• Use effective relationship skills when communicating with partners/colleagues/customers

Account Review & Maintenance Activities:

• Conduct reviews of customer accounts and files to identify discrepancies or missing information and determine the next appropriate step, based on outlined procedures.
• Follow all end-to-end procedures accurately for Business Account compliance, including documentation of all interactions with customers.
• Ensure documentation that is prepared / completed is accurate and properly reflects client / business intentions.
• Adhere to company policies, procedures, and standards to ensure compliance in all customer interactions.

MUST-HAVE Hard Skills:

• Fluency in English for written and verbal communications
• Proficiency and expertise with Microsoft Office (Word, Excel, PowerPoint and Outlook ) and customer relationship management tools.
• Previous experience in customer service in a contact center setting
• Excellent interpersonal and communication skills, both written and verbal.
• Comfortable making and receiving outbound and inbound calls and engaging with customers in a professional and confident manner.

SOFT SKILLS:

• Strong organizational skills, with the ability to work in a fast-paced environment.
• Ability to work with ambiguity to break down and solve business problems.

NICE-TO-HAVE

• Understanding of KYC/KYB requirements is preferred
• Banking is highly desired
• Proficiency in French is an asset