Responsibilities
- Probes to understand customer needs and provides advice related to personal banking and borrowing strategies in the best interests of the customer.
- Manages all transactional outcomes of customer contacts or defers to appropriate internal business groups.
- Escalates complex or unresolved customer situations to managers as required.
- Performs any required documentation to ensure customer’s requests are accurately processed.
- Maintains current knowledge of personal banking and lending products, practices, and trends and integrates into customer conversations in a professional manner.
- May research and investigate lending applications, following established processes.
- Handles customer contacts in an informed, professional, and efficient manner.
- Integrates marketing promotions and programs into customer conversations, where appropriate.
- Maintains the confidentiality of customer and Bank information.
- Identifies and reports suspicious patterns of activity that are suspected to be related to money laundering.
- Adheres to regulatory and compliance requirements, including Anti-Money Laundering and Terrorist Financing reporting requirements, Financial Consumer Agency of Canada (FCAC) consumer provision requirements and Privacy Act provisions.
- Makes credit decisions / recommendations in accordance with sound credit-granting principles and in compliance with Bank Policy & Procedures.
- Uses authorized credit qualifications as needed to fulfill customer requests.
- Completes complex & diverse tasks within given rules/limits and may include handling escalations from other employees.
- Analyzes issues and determines next steps.
- Broader work or accountabilities may be assigned as needed.
Requirements
- Mandarin and Cantonese is a must have.
- Adheres to regulatory and compliance requirements, including Anti-Money Laundering and Terrorist Financing reporting requirements, Financial Consumer Agency of Canada (FCAC) consumer provision requirements and Privacy Act provisions.
- Makes credit decisions / recommendations in accordance with sound credit-granting principles and in compliance with Bank Policy & Procedures.
- Uses authorized credit qualifications as needed to fulfill customer requests.
Nice to Have
- Typically between 2 – 3 years of relevant experience and post-secondary degree in related field of study desirable or an equivalent combination of education and experience.
- Knowledge of personal lending and home financing products.
- Knowledge of competitive marketplace and trends in product offerings.
- Knowledge of contact centre operational processes and policies.
- Knowledge of call centre technology, processes and metrics.
- Term Investment Qualified (as required).
- Specialized knowledge.
- Verbal & written communication skills - Good.
- Organization skills - Good.
- Collaboration & team skills - Good.
- Analytical and problem solving skills - Good.
Work Arrangement
Remote (Worldwide)
Additional Information
- Mandarin and Cantonese language requirement.
- Remote work based in Ontario (ON).
- Application deadline: 12/23/2025.
