Operations officer, Randstad

Randstad

Location:
Canada, Mississauga

Category:
Banking

Contract Type:
Not provided

Salary:

25.00 CAD / Hour

Save Job

Apply Position

Job Description:

The Operations officer Officer plays a key role in developing and executing strategic and tactical activities (through outbound and inbound calling programs) to support a legendary customer experience. This role focuses on gathering and delivering customer information while supporting business objectives. The position acts as a single point of contact for customer interaction in the RFI (Request For Information) process, managing risk and ensuring accuracy. The successful candidate will prioritize requests based on regulatory requirements and internal service level agreements, and oversee the development and delivery of all CR reporting.

Job Responsibility:

Understand and utilize the Customer Experience Model (CEM) during customer interactions
Ensure adherence to quality standards for all correspondence, including Bank branding and communication guidelines
Triage Request For Information (RFIs) by seeking clarification and determining required customer information
Prepare and store information/data before contacting customers
Prioritize customer contacts and meet/exceed SLAs
Liaise with Branches to gather additional documentation
Adhere to documented procedures, including the customer escalation protocol
Maintain an updated customer database with accurate information
Promote legendary customer experiences through a solid understanding of business strategy, policies, and procedures
Consistently exercise discretion in managing correspondence, information, and confidential matters

Requirements:

Prior experience with SLAs
Excellent analytical and problem-solving skills
Strong listening, writing, and verbal communication skills
High proficiency in Microsoft applications (Excel, Word, PowerPoint)
Superior telephone customer service skills
Ability to effectively interact internally and externally
University degree or equivalent work experience
Strong attention to detail
Superior time management, procedural adherence, and triage skills
Good Excel skills for record-keeping
Good note-taking skills
High ethical standards

Nice to have:

French bilingualism
Call Centre experience in a Financial Institution
Working knowledge of AML/KYC Regulations and Policy to Bank Risk

What we offer:

Great exposure to AML/Fraud processes
Free parking
Diverse and social team culture

Additional Information:

Job Posted:
April 29, 2025

Expiration:
June 21, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

View All Jobs In This Company

Job Link Share:

Operations officer