The work!

• 20% Customer Service- Perform a high level of Customer Service by:          

• Promptly responding to client inquiries received from the Contact Centre, Fraud Group or directly from clients.

• Ensure customer satisfaction; must be well versed in product knowledge and features as well as policies and procedures.

• Resolving any issues that may arise and escalating as needed.

• 30% Client Onboarding Review and Input: Facilitate the regulatory onboarding of customers in an efficient, compliant, and client-centric manner. Rapidly triage and escalate complex issues to management for resolution. For each application being processed:

• Ensure all required record keeping documentation has all been received in good order

• Confirm receipt of initial deposit and resolving discrepancies or recommending exceptions where and when appropriate

• Input the deposit details accurately into the banking system.

• 50% Processing - On a daily or periodic basis, Officers must review & process:

• Cheque deposits 

• Incoming EFTs

• Returned items

• Transfer-In and Transfer-Out requests for Registered Retirement Savings Plan (RRSP) & Tax-free savings account (TFSA) 

Knowledge/Skill Requirements:

• Minimum of 2 years’ proven financial services operations experience.

• Exhibit sufficient judgment to detect, solve, or escalate problems efficiently and effectively.

• High level of accuracy in daily tasks, the ability to prioritize and multitask.

• Strong computer skills; ability to work independently on assigned tasks.

• Excellent oral/written communication, relationship management, and time management skills are a must.

• Must be able to operate effectively within a fast-paced environment with tight time frames which are closely scrutinized by Senior/Executive Management.

• Strong Customer Service orientation.

• Able to perform well in a high volume, high intensity environment.

• Product knowledge of Deposit & Registered products would be an asset.

• Proficient computer skills including MS Office. 

• May be required to be on call, and to work occasional weekend/holiday/evening hours.

• Schedules will be in shifts to service clients from 8AM – 8PM EST.

Job Complexities / Thinking Challenges:

The position requires the ability to identify issues and deficiencies in the administration of procedures and processes.  Must use autonomy to decide on the best option based on past experiences and guidelines given by policies and management. In addition the position also requires effective time-management skills and ability to prioritize workload.

Accountability:

• Complete responsibilities in a proficient and timely manner 

• Escalate issues to Manager when necessary

• Ensure time sensitive functions are completed before the deadlines (time management);failure to do so could have significant negative effects on relations with regulators, the reputation of the Company with the public and may result in and significant regulatory sanctions, including regulatory fines of material amounts

Key Internal and External Contacts:

• The incumbent will report to the Senior Manager, Operations

• The incumbent will often work closely with various internal departments (e.g., Fraud, Compliance, Contact Center, etc.)

• The incumbent will need to interact with external stakeholders (e.g., Vendors, Regulators)

Physical Demands / Working Conditions

Normal office environment with no physical demands; however there is substantial pressure placed on the incumbent due to time sensitivity of each new transaction, service level standards attached to various aspects of the customer experience. Hybrid work is expected with 1-5 days in person depending on the level and seniority of the role.