What You'll Bring:

Manage incoming calls and emails for both English and French speaking banking and business customers
Translate and respond to emails, and review contracts and other documents
Identify and assess customers' needs to achieve satisfaction
Build sustainable relationships of trust through open and interactive communication
Provide accurate, valid and complete information by using the right methods/tools
Meet personal/customer service team targets and call handling metrics
Handle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution
Keep accurate records of customer interactions and process updates or dispute information on consumer files
Follow communication procedures, guidelines and policies
Take the extra mile to engage internal and external customers, always being scrupulous and thorough

Impact You'll Make:

Proven customer support experience or experience as a client service representative.
Experience in a contact-centre environment is considered an asset, but is not mandatory
Track record of over-achieving quotas
Bilingual in both English and French language, ability to read, write and translate.
Strong call handling skills and active listening
Familiarity with CRM systems and practices
Customer orientation and ability to adapt/respond to different types of characters
Excellent communication and presentation skills
Ability to multi-task, prioritize and manage time effectively
High attention to detail and ability to meet quality standards
Comfort with technology and the ability to handle multiple systems at one time
Previous experience in a credit or financial industry is preferred but is not considered mandatory
High school diploma or equivalent (College diploma is preferred)