Customer Relations Representative - Automotive Finance - Hamilton, ON or Anjou, Quebec

Is this role right for you?

In this role, you will:


Performs all Customer Service activities according to established service standard and established targets:

▪ Handling a high volume of incoming dealer and client phones calls that are a barrier to the Validation staff and maximizing time spent on validating and paying all Indirect Retail and Leases;
▪ Following the Bank’s service standard guidelines during all contacts with dealerships, clients, Branches and other Bank departments;
▪ Providing a high level of customer service on all incoming telephone/fax/electronic inquiries from Dealerships

Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge by:

▪ Delivering the desired client experience by consistently applying the Service Standards during all client interactions.
▪ Acquiring and maintaining a detailed knowledge of products and services;
▪ Responding to the client’s inquiries fully and effectively resolving clients concerns on the spot and/or escalating as appropriate and in defensively;
▪ Providing guidance and direction to Dealers with all aspects of Funding requirements of the DFC;
▪ Projecting an image on the phone and at all times by ensuring the customer experience is delivered in a professional and friendly manner;
▪ Demonstrating confidence and knowledge by ensuring transactions are thorough and accurate
▪ Demonstrating respect and knowledge in every client interaction;
▪ Participating in and supporting change initiatives;
▪ Contributing to effective team morale and employee relations through positive interactions with team members and participating in the Applause Program;
▪ Accept responsibilities for sundry assignments

Actively pursues effective and efficient operations of his/her respective areas, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including but not limited to responsibilities under the Operational Risk Management Framework, Regulatory Compliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines for Business Conduct by:

▪ Adhering to custody and security procedures and policies at all times
▪ Adhering to position authorities and Bank policies
▪ Maintaining punctuality and adhering to designated break and lunch schedule
▪ Complying with regulatory requirements as part of the service process, including Know Your Customer (KYC), Anti-Money Laundering/Anti-Terrorist Financing (AML/ATF) Privacy and Occupational Health and Safety (OHS) requirements, processes and guidelines;
▪ Reporting immediately any unusual occurrences or fraudulent activity and escalating issues/deficiencies/ trends to your Direct Supervisor and/or Director of Operations, VP and Centre Manager and/or Chief Compliance Office.
▪ Timely escalation of issues/obstacles/trends to your Direct Supervisor to resolve

Provides Administrative Support and Contributes to DFC growth, profitability and productivity:
▪ Providing above average customer service in all contacts;
▪ Participating in reviewing/identifying business needs, developing requirements;
▪ Action Dealer requests to discharge, amend or substitute Collateral
▪ Action Reports from AFIL ie. Mazda Loyalty, VIN mismatch,
▪ Respond and action Dealer request for errors or omissions on compensation

Do you have the skills that will enable you to succeed in this role? We’d love to work with you if you have:

• College or University degree preferred or minimum 2 years related experience in a position of similar responsibility
• Accountable for providing a superior customer experience.
• Sound knowledge of specific discipline relative to the business unit, e.g. documentation rules / guidelines;
• Sound knowledge of automated systems and software packages relevant to the business: ALSCOM, DealerTrack, RouteOne and Microsoft Office;
• Knowledge of the Retail Lending and the relevant loan / lease credit policies, procedures, pricing and authorities;
• Ability to focus on detail;
• Strong organizational ability;
• Ability to manage all activities within established time and productivity targets, as set by Automotive Finance & Indirect Lending;
• Strong knowledge of legislative, governance or regulatory rules, Anti-Money Laundering/Anti-Terrorist guidelines.
• Banking/financial/leasing experience highly desirable

Working Conditions

Work in a standard office-based environment; non-standard operating hours Monday-Saturday. Month-end driven with seasonality, overtime is required during these peak period.