Customer Representative
Cambridge, ON, CA
3d ago

1. Increase customer satisfaction and loyalty through service excellence by :

  • Delivering the desired customer experience by consistently applying the Service Standards during all customer interactions;
  • Responding to customer inquiries or resolving customer concerns on the spot and / or escalating as appropriate;
  • Projecting a professional image at all times by ensuring counters, work stations and surrounding areas are maintained and organized;
  • Demonstrating confidence and knowledge by ensuring transactions are thorough and accurate;
  • Demonstrating respect and knowledge in every customer interaction.
  • 2. Strengthen and retain profitable customer relationships through sales support by :

  • Developing a clear understanding of the Branch’s financial and non-financial goals;
  • Promoting the Bank’s products / services;
  • Identifying / anticipating and responding to customers’ needs by introducing / referring all sales opportunities to the appropriate sales officer on the spot and / or through Sales Builder;
  • Recognizing / identifying opportunities to promote customer convenience alternatives to Retail and Small Business customers;
  • 3. Contribute to the quality and efficiency of branch operations as well as compliance with regulatory and internal bank guidelines to minimize the Bank’s exposure to risk by :

  • Adhering to cash, custody and security procedures and policies at all times;
  • Adhering to position authorities and bank policies;
  • Complying with regulatory requirements as part of the service process, including Know Your Customer (KYC) , Canada Deposit Insurance Corporation (CDIC), Financial Consumer Agency of Canada (FCAC), Anti-
  • Money Laundering / Anti-Terrorist Financing (AML / ATF), Privacy and Occupational Health & Safety (OHS) requirements, processes and guidelines as well as SSI guidelines / processes;
  • Immediately reporting / escalating fraudulent activities, unusual occurrences, issues / deficiencies / trends to your direct supervisor and / or the Manager Customer Service, Branch Manager, Chief Compliance Officers and / or applicable Shared Services department, as appropriate.
  • To be successful, the following functional competencies are the minimal expected requirements :

  • Strong PC and keyboarding skills;
  • Working knowledge of Service Excellence Activities (how to achieve / successfully complete a Service Excellence Activity);
  • Working knowledge of Branch systems (e.g. Free Forms Teller (FFT), Branch IntraLink, Sales Builder, HR Passport, and My Learning Centre) transactional services and associated procedures :
  • Working knowledge of Regulatory compliance related to Privacy, Anti-Money Laundering (AML) Anti-Terrorist Financing (ATF), Know Your Customer (KYC) requirements, Financial Consumer Agency of Canada (FCAC), Canada Deposit Insurance Corporation (CDIC) and Occupational Health & Safety (OHS) as well as SSI guidelines / processes;
  • Working knowledge of Branch routines and operating procedures, as applicable;
  • Working knowledge of cash, custody and security processes and procedures;
  • A high degree of customer focus and a strong customer service orientation is required to ensure a consistent service experience for our customers.

    Flexibility is required to adapt to a wide variety of tasks and functions.

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