Customer Service Representative

Location: 2727 Joseph Howe Dr. Halifax, NS B3L 4G6

Will the candidate be working onsite, remote, or hybrid? Onsite 5 days- Monday to Friday -4 pm-12 am (midnight) - The first two week will need to be day shift 8-4 for training.

Interview Format: 1 Round: In-person

Story Behind the Need:

• Business group: DMS Mail Services, general handling of incoming and outgoing mail courier.

• Project: Business As Usual activities, will support projects ad hoc.

Candidate Value Proposition:

The successful candidate will have the opportunity to engage in an entry-level contingent role with exposure to numerous business units, there is lots of opportunity for growth within the DMS business group.

Typical Day in Role:

This position is responsible for the effective operation of the main mail distribution centres for head office and main locations located across Canada.

The purpose of this position is to provide the CDN Market with electronic images on a timely basis. This role may be responsible for opening, preparing, and sorting of all mail received for digital imaging and subsequent processing. Analysing the content of the documents to identify what Business area and work type it belongs to (Individual Life, Wealth Management, Affinity, GSRS, Bank and/or Group)Applying the appropriate tracking methodology for specific mail streams and processes. This role may also require performing document scanning responsibilities on high-speed scanners. This role may also require performing duties for cheque processing and scanning. Also included may be responsibilities monitoring select workflow queues to trouble shoot imaging issues directed from Business Unit processing areas and the distribution of cheques destined to ***’s customers and Advisors. Maintain a consistent workflow with the ability to set priorities and work within tight deadlines to meet all Service Level Agreements, which in turn directly impacts the ability for Business Units to process their work.

Key Accountabilities:

1 Responsible for opening, preparing and categorization of all mail. Analysing the content of the documents to initially identify to which Business area/work type it belongs.

2. Ensure accuracy of work redirected to appropriate processing queues, prioritizing to minimize negative financial impacts across business units. Accurately redirect work to proper queues to avoid potential delay in downstream processing and financial impact.

3. This role may require indexing and quality check of back end and front-end documents for business areas. Enter values based on client policy/account/group number and client information. Documents must be indexed correctly to ensure Business Users are able to retrieve material quickly and efficiently for reference.

4. The incumbent is required to adequately process cheques and documents, accordantly to DMS procedures. Verify cheque accuracy in order to scan and index effectively. Also prepare the cheques pre-deposit as well as the deposit.

5. The incumbent is required to operate high speed document scanners in a fast paced and fluctuating workflow environment with a reasonable amount of both software and hardware trouble shooting daily.

6. Provide front-line quality customer service by ensuring all service levels are met.

7. Must be flexible, adapt to change, and have effective coping skills while working within these deadlines. Then ability to multi-task, maintain high level of speed and accuracy, and prioritize the daily workload is essential to the success of maintaining service levels.

8. Assist with projects and effort/time tracking as required. Perform administrative functions as required (i.e. ensure the appropriate level of barcode stock is maintained, sending paperwork to customers, faxing, photocopying, and tracking and filling of mail and courier logs).

9. Verification of information on original documents and redirecting imaged material via AWD to alternate processing areas.

10. Learn all Business Unit lines to process received documents within Imaging Services. A significant amount of cross-training will be provided.

Job Requirements (Knowledge/Skills/Competencies):

· Strong organizational and time management skills for a high volume, deadline driven environment.

· Critical attention to detail and accuracy.

· Works well independently as well as in a team environment.

· Ability to manage fluctuating volumes of work and to set short term priorities.

· Proficient in MS Office, web applications, scanning equipment.

· Ability to maintain confidential information.

· Accuracy and attention to detail

· Experience operating office equipment and ability to trouble shoot minor hardware and software issues.

· Able to perform heavy lifting throughout the workday (up to 50 lbs).

· Flexibility in working different shifts

Key Problems/Challenges:

Knowledge of all Business area documents

Must be knowledgeable of all Business Unit documents, training is provided. This includes analyzing documents to determine the appropriate Business area and work type. Identify documents for financial/non-financial criteria. This is a critical role as it is imperative that Business Units maintain their service standards to the customer. It is critical that this function is carried out with the highest level of accuracy to prevent possible negative financial impacts to the Company.

The troubleshooting aspect of this position is difficult and sound decision-making is imperative and can often be challenging.

Ensure that all services provided continually meet the service levels set by the business units. Must be able to determine priorities as volumes fluctuate daily. Time constraints and having no control over fluctuating volumes are often the main challenge of this position. Prioritizing, multi-tasking and staying organized are essential to maintain accuracy and meeting deadlines. Many of the tasks are repetitive and require a high level of accuracy and efficiency.

Education:

•High school completion at minimum