Responsibilities
- May offer guidance and support to less experienced team members when necessary.
- Explores customer circumstances to identify financial needs and offers advice on personal banking and credit strategies aligned with customer interests.
- Manages outcomes of customer interactions or routes them to relevant internal departments as appropriate.
- Escalates complicated or unresolved customer issues to supervisors when needed.
- Completes necessary documentation to ensure accurate processing of customer requests.
- Stays up to date on personal banking, lending products, industry practices, and trends, and applies this knowledge professionally in customer discussions.
- May conduct research and review lending applications following defined procedures.
- Responds to customer inquiries in a knowledgeable, professional, and efficient manner.
- Incorporates marketing initiatives and promotional programs into customer conversations when suitable.
- Safeguards the confidentiality of customer and organizational information.
- Recognizes and reports potential signs of money laundering activity.
- Follows regulatory and compliance standards, including Anti-Money Laundering and Terrorist Financing obligations, FCAC consumer requirements, and Privacy Act rules.
- Makes or recommends credit decisions in line with sound lending principles and organizational policies.
- Applies approved credit assessment methods to meet customer needs.
- Completes varied and complex tasks within established guidelines and may handle escalated cases from colleagues.
- Evaluates situations and determines appropriate follow-up actions.
- May be assigned additional responsibilities as business needs evolve.
Requirements
- Good verbal and written communication skills in both French and English.
- Good organizational abilities.
- Good collaboration and teamwork skills.
- Good analytical and problem-solving capabilities.
Nice to Have
- Typically 2–3 years of relevant experience and a post-secondary degree in a related field, or a combination of education and experience.
- Familiarity with personal lending and home financing products.
- Understanding of the competitive market and current trends in financial offerings.
- Knowledge of contact center operations, processes, and policies.
- Familiarity with call center technologies, workflows, and performance metrics.
- Term Investment Qualified, as required.
- Possession of specialized expertise in relevant areas.
Benefits
- Performance-based incentives
- Discretionary bonuses
- Perks and rewards
- Health insurance
- Tuition reimbursement
- Accident and life insurance
- Retirement savings plans
Work Arrangement
remote
Other
- Strong verbal and written proficiency in both French and English is preferred.
- Work hours are Monday to Friday from 8 a.m. to 9 p.m., and Saturday from 9 a.m. to 7 p.m.
- This is a full-time position with a weekly commitment of 37.5 hours.
- The role is remote and based in Quebec (QC).
- Adherence to Anti-Money Laundering and Terrorist Financing reporting obligations is mandatory.
- Compliance with Financial Consumer Agency of Canada (FCAC) consumer provision requirements is required.
- Compliance with Privacy Act provisions is required.
