Customer Account Management Specialist
Equitable Bank
Toronto, Ontario, Canada
5d ago

Tuesday, August 6, 2019

Purpose of Job : The Customer Account Management Specialist will interact directly with customers to answer questions, resolve issues and perform proactive account maintenance all while delivering a seamless customer experience across all channels of communication.

An integral member of the Digital Banking team, this individual will collaborate daily with the Social Media, Digital Operations, IT Operations and Sales & Marketing teams.

  • Main Activities : Perform a high level of autonomous customer service by applying expert knowledge of core banking platform, communication tools and related processes to resolve client questions, concerns and service requirements Execute established controls to ensure adherence to regulatory requirements, Equitable and EQ Bank policies Perform and authorize financial transactions on behalf of customers Participate in calibration sessions to ensure delivery of superb customer service Provide proactive account management services Identify, recommend and participate in implementation of opportunities for continuous improvement relative to customer experience and product delivery Change management to ensure that all changes to policies and procedures are effectively communicated and implemented across the customer care team Contribute to the development and maintenance of best in class processes Participate in new development User Acceptance Testing (UAT), identify potential gaps / impacts and escalate to management Handle first level escalations / complaints Contribute to personalized customer appreciation outreach Shifts : A minimum 3+ years of experience in financial services industry with preference for experience with everyday banking and payment products;
  • ideally 3+ years in a call centre, front line or back office customer service role (e.g., branch, account management, fraud, product operations) Bachelor’s degree in business, related field or equivalent experience Proficiency dealing with customers through multiple channels call, chat, email, social media Experience as a top performer in a call centre or front line team Demonstrated ability to own an issue and drive to resolution Demonstrated ability to have difficult conversations with customers while maintaining a professional and proactive manner both written and oral Experience working with external vendors Understanding of customer service metrics and drivers Knowledge and experience with Voice of the Customer programs Excellent verbal and written communication skills Excellent analytical and problem solving skills Experience working with a high degree of autonomy and self-direction Experience with producing reports for senior leadership is an asset Strong presentation skills Ability to communicate with professionals at all levels Excellent Microsoft Office skills Ability to speak French or other second language an asset

  • Equitable Bank, Toronto, Ontario, Canada
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