Bilingual Customer Service Advisor

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The successful candidate will provide exceptional, daily operational service support to grow the Bank’s market share and maximize profitability of client relationships. Ensures client problem resolution is prompt and effective, and that enhancement opportunities are identified and closed or referred during client service interactions. Typically meets client service needs through a pooled call center environment or a dedicated one-on-one relationship with sensitive, complex and/or top tiered clients.

Responsibilities

• Reviews similar activities of other clients in the same industry, providing assistance and guidance relative to industry best practices.
• May be able to apply interest adjustments based on limits.
• Ensures that tickets are resolved and closed as per the client’s expectations and to their satisfaction.
• Demonstrates an in-depth understanding of product and service , by providing needed information or directing clients to the appropriate source.
• Coordinates and executes specific activities for the implementation of strategic initiatives; includes tracking metrics and milestones.
• Gathers and formats data into regular and ad-hoc reports, and dashboards.
• Participates in audit and customer issues resolution, correct irregularities elevate as per established procedures.
• Identifies process improvement opportunities for better efficiency in meeting the needs of current clients.
• Shares any information with Management received while conducting client service business that would indicate a risk or an opportunity to the Bank.
• Provides input into the planning and implementation of operational programs.
• Actively listens to clients' concerns and diagnoses clients’ service needs.
• Facilitates timely client problem-resolution, engages cross-functional representatives or groups as appropriate.
• Responds to client concerns in a professional manner to convey ownership, competence, respect for the client relationship.
• Accurately documents client requests using the group’s tracking systems.
• Facilitates action to close gaps between client expectations and client experiences in the performance of the Bank and its products.
• Applies consistent and timely follow ups to demonstrate a commitment to customer satisfaction and high standards of responsiveness.
• Serves as an advocate for individual clients and escalating issues as necessary to facilitate the timely resolution of service problems.
• Supports the development of tailored messaging, which may include writing, editing and distributing communications.
• Tracks collection of client service fees.
• Collaborates with internal and external stakeholders in order to deliver on business objectives.
• Executes work to deliver timely, accurate, and efficient service.
• Focus may be on a business/group.
• Thinks creatively and proposes new solutions.
• Exercises judgment to identify, diagnose, and solve problems within given rules.
• Works mostly independently.
• Broader work or accountabilities may be assigned as needed.

Required Skills & Experience

• 2+ years as a Customer Service Advisor to complex/high worth clients
• Banking Experience Bilingual in both French and English (written and verbal)
• Great with technology and can adapt to various softwares

Nice to have

• Commercial Banking

Seniority level

Entry level

Employment type

Contract

Job function

Customer Service

Industries

Banking and Financial Services

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