Bilingual Customer Service Representative

Position Title : Bilingual Service Representative

Est. Start Date : ASAP

Length of Contract : 3 months

Working Location : Toronto, ON (Hybrid)

Pay rate : $22-25 / hr

Job Description :

Provides day-to-day delivery of critical processes, administration and servicing activities in in connection with retail and commercial ATM deposits and payments.

Supports the execution of payments, transactions, service requests, administrative activities and processes and fulfillment of business, stakeholder and / or external customer inquiries / requests within relevant service level agreements.

Collaborates with stakeholders to promote efficient and effective processes and work flow, establish positive working relationships across the organization and to achieve business results and deliver the intended customer and employee experience.

Deposit and Payments monitoring and actioning of request from the line of business for ATM deposit and withdrawal disputes.

• Analyzes data and information to provide insights and recommendations.
• Communicates and collaborates with internal and external stakeholders in order to deliver on business objectives.
• Supports change management of varying scope and type; tasks typically focused on execution and sustainment activities.
• May function as a problem-solving resource for more junior staff, referring non-routine issues to more senior team members and / or manager.
• May perform quality control and training.
• Organizes work information to ensure accuracy and completeness.
• Executes routine tasks such as service requests, transactions, queries etc. within relevant service level agreements.
• Provides accurate and timely processing of service requests, transactions, activities, etc. within relevant service level agreements and in accordance with established policies, processes and procedures.
• Provides accurate, consistent, knowledgeable responses to stakeholder questions and requests.
• Follows documented policies and procedures to execute day to day transactions, activities, processes and ensures all Service Level Agreements(SLAs) are met.
• Checks and reconciles information and documentation to ensure accuracy and completeness.
• Identifies and resolves discrepancies in accordance with standard procedures. Escalates issues, where necessary, as per guidelines.
• Communicates and collaborates with internal and external stakeholders in order to deliver on business objectives.
• Collaborates in development / implementation of new processes / systems and changes / improvements to existing systems and processes.
• Develops and maintains an understanding of the regulatory requirements and risks inherent in the operations and ensures appropriate actions are taken and operational integrity is maintained.
• Completes complex & diverse tasks within given rules / limits.
• Analyzes issues and determines next steps; escalates as required.
• Broader work or accountabilities may be assigned as needed.

Qualifications :

• Must be bilingual - French & English
• Typically between 1 2 years of relevant experience in customer service
• Knowledge and understanding of the banking products and services, processes and controls
• Knowledge of the risk and regulatory requirements
• PC skills (MS Word, Excel, PowerPoint)

Soft Skills :

• Verbal & written communication skills
• Organization skills
• Collaboration & team skills
• Analytical and problem solving skills
• Ability to multi-task in a fast-paced environment.
• Prioritization skills

We thank you for your interest in the position, however, only those who are qualified will be contacted

Inclusion and Equal Opportunity Employment

Our client is an equal opportunity employer committed to diversity and inclusion; creating an inclusive environment where all team members and clients feel like they belong.

We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, Aboriginal / Native American status or any other legally-protected factors.

We seek applicants with a wide range of abilities, and we provide an accessible candidate experience; accommodations during the application process are available upon request