Advisor, Call Center (Full Time)

Seeing beyond numbers

At Laurentian Bank, we believe we can change banking for the better. Founded in Montreal in 1846, Laurentian Bank helps families, businesses and communities thrive.

Today, we have over 2,800 employees working together as One Team, to provide a broad range of financial services and advice-based solutions for customers across Canada and the United States.

We drive results by placing our customers first, making the better choice, acting courageously, and believing everyone belongs.

This role sits within Laurentian Bank.

You will support our customers in their daily transactional needs. You will also work in collaboration with the Consultants, Personal Services working in branch.

You would support your colleagues in their advisory and business development roles in order to provide clients with the opportunity to improve their overall financial health.

As such, your mandate will be to serve customers calling their customer contact center and meet their needs.

Schedule + Availabilities :

• 37.5 hours per week
• Availability from Monday to Friday from 7 : 00am to 9 : 00pm required
• 3 weeks training at our head office in Montreal and hybrid work afterwards (1360 Boul. René-Lévesque, Montreal QC H3G 2W4)
• Start date : To be determined

Responsibilities :

• Answer calls in an efficient and professional manner, while maintaining the overall performance standards of the relevant department
• Resolve customer concerns regarding their file through close collaboration with other internal stakeholders
• Respond to written customer inquiries, compile and distribute data for resolution of customer issues, and pass on issues beyond their reach
• Handle non-financial routine transactions between calls and written file updates
• Maintain excellent up-to-date knowledge of product and service features, policies and procedures
• Monitor and follow up on escalated call tickets
• Explain and ensure compliance with applicable legislation, Bank policies, programs and procedures, as well as industry and Canada Revenue Agency customer standards
• Stay inform of new product information and promotions
• Identify and implement ideas to promote efficiency and service levels
• Perform any other related duties as requested by your supervisor that may be required by their function
• Opportunity to participate in special projects.

Qualifications :

• Six months to one year of customer service and sales experience
• Experience in a call center, an asset
• Any other combination of training and experience deemed relevant
• Talented in communication and interpersonal skills
• Fluency in French and English* (oral and written)
• Knowledge of another language an asset
• Good knowledge of MS Office (Word, Excel, Outlook)
• Ability to work simultaneously with multiple software and IT tools while communicating effectively with the client
• Team spirit, sense of organization, courtesy, empathy and excellent customer service
• Professional working proficiency in French and English languages required as position involves frequent written and oral communication on complex matters with internal and external parties in both languages.

What Laurentian Bank has to offer you :

The total compensation offered by Laurentian Bank encompasses a comprehensive range of benefits, highlighting our commitment to the well-being and success of our employees.

Here are some of the key points of our offering :

• The actual annual base salary offered will take into account internal equity, skills, and experience among other factors.
• Total compensation : Earn a comprehensive compensation package that includes annual reviews and performance-based bonuses.
• Work model : We prioritize a hybrid work model based on business needs.
• Stock purchase plan : Become not just an employee, but a Laurentian Bank shareholder. Employer matching takes your investment even further.
• Time off : In addition to paid vacation, we provide floating days and leave options to accommodate the diverse needs of our employees.
• Health and wellness : Take care of your health and well-being with access to healthcare professionals, our Employee and Family Assistance Program (EFAP), and a Stress Management and Well-Being Program.
• Group insurance and pension : We offer a competitive insurance program based on your family’s needs and a defined contribution pension plan to help prepare for your future.
• Financial benefits : As a Laurentian Bank employee, you’re also the best ambassador for our products and services. Take advantage of employee-only offers on a wide range of products.

Enjoy exclusive deals and preferred rates on products and services including insurance, hotels, train tickets, spas and many more.

We are committed to creating a fulfilling professional environment where your skills are valued, and your well-being is a priority.

Join us for a rewarding career at Laurentian Bank.

Inclusion and Accessibility

At Laurentian Bank, we believe everyone belongs. We are committed to fostering an inclusive work environment that reflects the diversity of our customers and our communities and where everyone feels like they belong and can thrive.

To this end, we encourage applications from individuals from equity-deserving groups, including Indigenous persons, racialized and persons with disabilities, marginalized genders and the 2SLGBTQIA+ community.

We strive to offer a flexible and accessible work experience that is inclusive of everyone. If at any time you need an accommodation, please let us know.

PIPEDA

We may collect, use or disclose your personal information for the purpose of establishing an employment relationship with you.

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