Operations Officer

Job title: Operations Officer

Company: Robertson & Company


Job description: Our client is a top financial institution with significant North American holdings. They have operations across most major verticals, including institutional & corporate, wealth management, private client, commercial banking, treasury, and retail banking.Introduction: Prime Hires is seeking a skilled Operations Officer to join our client.Contract Period: 12 months with potential to extend
Pay Rate: $25 per hour
Location: Mississauga, ON
Location type: Hybrid; 2 days onsite
Business Hours: Monday to Friday 8:30am – 5:00pmJob Responsibilities:

• Understand and use the Customer Experience Model (CEM) during customer interactions, maintaining professional and empathetic tones throughout
• Ensure adherence to quality standards for all manner of correspondence including Bank branding and communication guidelines
• Triage Request for Information (RFI)s by seeking clarification from requesting groups to determine what customer information is required
• Prepare and ensure proper storage of information/data available prior to reaching out to the customer to display knowledge and expertise
• Prioritize customer contacts by following guidelines; meet/exceed SLAs (internal and regulatory) throughout the process
• Liaise with Branches when required to gather additional documentation
• Adhere to the documented procedures, including the customer escalation protocol
• Maintain an updated customer data base including accurate information and documentation gathering for records maintenance as well as recourse for any future customer concerns or escalations
• Promote legendary experiences for customers through the development of a solid understanding of the bank’s business strategy, policies and procedures across a wide spectrum of retail products and services

Experience & Qualification Requirements:

• Customer service experience with above average telephone customer service skills
• Prior 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 all privacy related concerns are identified and reported to appropriate areas
• Working knowledge of AML/KYC Regulations and Policy to Bank Risk would be considered a great advantage
• A professional approach with the ability to effectively interact both internally and externally at all levels
• High proficiency in Microsoft applications (Excel, Word, PowerPoint and Visio)
• University degree or equivalent work experience
• Call Centre within a Canadian environment, FI (highly desirable)

****ALL CANDIDATES MUST COMPLETE A CRIMINAL AND CREDIT CHECK AS PART OF THE APPLICATION PROCESS****How to Apply: If you are a motivated professional looking to contribute to a leading team, please submit your resume outlining your qualifications and experience relevant to this role. Robertson & the clients we represent, value diversity and are committed to creating an inclusive workplace. We invite all qualified individuals to apply.Prime Hires & the clients we represent are equal opportunity employers, committed to diversity and inclusion. Prime Hires is a certified diverse supplier and actively seeks to foster a representative and inclusive workforce. We welcome applications from all qualified individuals, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, Aboriginal status, or any other legally protected factors. We champion building a diverse and inclusive environment.

Expected salary: $25 per hour

Location: Mississauga, ON

Job date: Sun, 16 Mar 2025 08:33:09 GMT

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