Bilingual Service Representative

Line of Business: B2C OPERATIONS (MTL) Bilingual is a must

Duration: 12 months(possibility of extension)

Location:

129 St-Jacques O. Montreal (onsite only)

Working hours:

9-5 or 8-4 or 7:30-3:30

Hourly Pay Range - $19/- to $26/- per hour

Role Mandate:
Provides day-to-day delivery of critical processes, administration and servicing activities in in connection with retail and commercial deposits and payments. Supports the execution of payments, transactions, service requests, administrative activities and processes and fulfillment of business, stakeholder and/or external customer inquiries/requests within relevant service level agreements. Collaborates with stakeholders to promote efficient and effective processes and work flow, establish positive working relationships across the organization and to achieve business results and deliver the intended customer and employee experience.

Role Responsibilities Include (but are not limited to):

• Analyzes data and information to provide insights and recommendations.

• Deposit and Payments operations includes (but are not limited to) specialized operations processes and activities related to cheque and electronic transaction processing, lockbox and remote deposit processes, account maintenance and monitoring, etc.

• Communicates and collaborates with internal and external stakeholders in order to deliver on business objectives.

• Supports change management of varying scope and type; tasks typically focused on execution and sustainment activities.

• May function as a problem-solving resource for more junior staff, referring non-routine issues to more senior team members and/or manager.

• May perform quality control and training.

• Organizes work information to ensure accuracy and completeness.

• Executes routine tasks such as service requests, transactions, queries etc. within relevant service level agreements.

• Provides accurate and timely processing of service requests, transactions, activities, etc. within relevant service level agreements and in accordance with established policies, processes and procedures.

• Provides accurate, consistent, knowledgeable responses to stakeholder questions and requests.

• Follows documented policies and procedures to execute day to day transactions, activities, processes and ensures all Service Level Agreements(SLAs) are met.

• Checks and reconciles information and documentation to ensure accuracy and completeness.

• Identifies and resolves discrepancies in accordance with standard procedures. Escalates issues, where necessary, as per guidelines.

• Communicates and collaborates with internal and external stakeholders in order to deliver on business objectives.

• Collaborates in development/implementation of new processes/systems and changes/improvements to existing systems and processes.

• Develops and maintains an understanding of the regulatory requirements and risks inherent in the operations and ensures appropriate actions are taken and operational integrity is maintained.

• Completes complex & diverse tasks within given rules/limits.

• Analyzes issues and determines next steps; escalates as required.

• Broader work or accountabilities may be assigned as needed

Must-Have

Skills:

• Bilingual - French & English (able to read, write & speak)

• 1 - 2 years of relevant experience in analytical, communication based role

• Knowledge and experience using relevant systems and technology (Microsoft Office, Adobe PDF, One Drive, Outlook)

• Ability to multi-task in a fast-paced environment.

Nice to Have

Skills:

• Previous experience at a major Bank

Interviews:

• 1-2 Rounds with hiring manager