Operations officer

• Understand and use the Customer Experience Model (CEM) during customer interactions, maintaining professional and empathetic tones
• Ensure adherence to quality standards for all correspondence, including Bank branding and communication guidelines
• Triage RFIs by seeking clarification from requesting groups to determine required customer information
• Prepare and ensure proper storage of information/data before contacting the customer
• Prioritize customer contacts
• meet/exceed SLAs (internal and regulatory)
• Liaise with Branches to gather additional documentation
• Adhere to documented procedures, including the customer escalation protocol
• Maintain an updated customer database with accurate information and documentation
• Promote legendary customer experiences through understanding of business strategy, policies, and procedures across retail products and services
• Consistently exercise discretion in managing correspondence, information, and confidential matters

• Customer service experience with above-average telephone customer service skills
• Experience with SLAs
• Strong listening, writing, and verbal communication skills
• Excellent analytical and problem-solving skills
• Great attention to detail
• High ethical standards to ensure privacy concerns are identified and reported
• Working knowledge of AML/KYC Regulations and Policy to Bank Risk (advantageous)
• Ability to interact effectively internally and externally at all levels
• High proficiency in Microsoft applications (Excel, Word, PowerPoint, and Visio)
• University degree or equivalent work experience
• French Bilingual (asset)
• Call Centre experience in a Financial Institution (highly desirable)

• French Bilingual
• Call Centre experience in a Financial Institution

Opportunity to work in a dynamic environment focused on customer and operational excellence