This position reports to the Customer Service Manager.
Ensure that the unit meets customer service standards while making the necessary corrections to approaches, policies and procedures
Take charge of clients by identifying and anticipating their needs and steering them toward electronic solutions (ABM or Internet) or the right advisor
Assist your superior in coordinating and distributing work
Replace your superior in his / her duties
Produce various documents, reports and analyses when requested to do so by team members
Establish personalized business relationships with clients and create an atmosphere of trust while being persuasive
Carry out various complex activities involving a need for expertise in order to adequately meet client needs
Negotiate agreements with clients and autonomously resolve situations involving clients
Act as a coach and expert within the team
High school diploma and three and a half years of relevant experience or College diploma and one and a half years of relevant experience
Experience in sales and customer service
Experience in coaching, an asset
Knowledge of banking products and services
Bilingualism (spoken and written) - English and French
Diversity is an integral part of the Bank's values and commitments. In this document, the masculine gender designates both sexes with no discrimination intended, and is used only to facilitate reading.
Particular condition (external) : Please note that the work schedule may vary according to operational needs.
Customer service representatives and tellers