Customer Service Agent

Overview  As a Customer Service Agent for our call centres, you’ll support clients with their banking needs and help them use our electronic solutions. You’ll have a positive impact on clients by listening closely to their needs and offering excellent customer service.

Your role   Answer client calls
Listen to clients' needs and offer personalized solutions.
Help clients use our banking applications
Advise and offer transaction or credit solutions
Refer clients with specialized needs to your colleagues
Collaborate and share knowledge with your colleagues
Working hours  The Client Contact Centre in Montreal is open Monday to Sunday from 6:00 a.m. to midnight.
The Client Contact Centre in Sherbrooke is open Monday to Friday from 8:00 a.m. to 10:00 p.m. and Saturday from 9:00 a.m. to 5:00 p.m.
Your work schedule is variable, and you’ll be informed of your schedule three weeks in advance.
Team and Development  We offer a stimulating and inclusive work environment. You’ll be surrounded by experts, trainers and managers who will help and guide you in your role. In addition, you’ll work with colleagues in an environment that fosters learning and growth.
Learning and development  You will begin with an eight to nine-week on-the-job training. You’ll be able to experience the call centre workplace and get to know your colleagues. Your on-the-job training will focus on learning how to help clients over the phone. You'll be supported by a remote trainer who will help you learn about your role, our products, and our technologies.
Many options will be available; you could advance in the same role, get promoted, develop within the sector, and more. We offer many career opportunities and encourage internal mobility.
Prerequisites   High school diploma
Customer service experience
Promote the values of partnership, empowerment and agility
Eagerness to develop your skills
Benefits  In addition to competitive compensation, upon hiring you’ll be eligible for a wide range of flexible benefits to help promote your wellbeing and that of your family such as:
Health and wellness program, including many options
Flexible group insurance
Generous pension plan
Employee Share Ownership Plan
Employee and family assistance program
Preferential banking services
Involvement in community initiatives
Telemedicine service
Virtual sleep clinic
We have an offer that keeps up with trends as well as your needs and those of your family. Our dynamic work environments and cutting-edge collaboration tools foster a positive employee experience. We value employees’ ideas. Whether through our surveys or programs, regular feedback and ongoing communication are encouraged.
Company values  We’re a bank on a human scale that stands out for its courage, entrepreneurial culture, and passion for people. Our mission is to have a positive impact on people’s lives. Our core values of partnership, agility, and empowerment inspire us, and inclusion is central to our commitments. We aim, wherever possible, to provide a barrier-free and accessible environment to all employees.

We strive to provide accessibility measures throughout the recruitment process within the limits of our available resources. If you require accommodations, feel free to let us know during our initial conversations. We welcome all candidates!
Qualifications  What can you bring to our team? Communication, Diversity & Inclusion, Emotional Intelligence, Multitasking, Stress Management, Teamwork, Accountability, Client-focused, Empathy, Initiative, Learning Agility, Resiliency, Results oriented

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