The Operations Officer plays a key role in developing and executing strategic and tactical activities (through outbound and inbound calling programs) to support a legendary customer experience. This role involves gathering and delivering customer information while supporting business objectives. The officer will act as a single point of contact for customer interactions in the RFI (Request For Information) process, managing risk and ensuring accuracy. Prioritization of requests based on regulatory requirements and internal service level agreements is crucial. Reporting and dashboard development are also key responsibilities.
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Position: Operations Officer
Shift: Monday-Friday, 8:30am - 5:00pm; Hybrid (2 days in office, 3 days remote)
Location: Mississauga, ON
Advantages
his role offers great exposure to AML/Fraud processes, providing valuable experience in safeguarding the bank. Each day and every call offers variety and autonomy. Free parking is provided. A diverse and social team environment awaits.
Responsibilities
• Understand and use the Customer Experience Model (CEM) during customer interactions.
• Ensure adherence to quality standards for all correspondence.
• Triage RFIs by seeking clarification and determining required customer information.
• Prepare and ensure proper storage of information/data.
• Prioritize customer contacts and meet/exceed SLAs.
• Liaise with Branches to gather documentation.
• Adhere to documented procedures, including the customer escalation protocol.
• Maintain an updated customer database.
• Promote legendary customer experiences.
• Develop and execute strategic/tactical activities through outbound/inbound calling programs.
• Provide a standardized, consistent, centralized customer interaction model in the RFI process.
• Manage risk and ensure accuracy in information delivery.
• Prioritize requests based on regulatory requirements and internal service level agreements.
• Exercise discretion in managing correspondence and confidential information.
Qualifications
• Prior experience with SLAs
• Excellent analytical and problem-solving skills
• Strong listening, writing, and verbal communication skills
• High proficiency in Microsoft applications (Excel, Word, PowerPoint)
• Customer service experience with above-average telephone skills; Call center experience preferred
• Professional approach with the ability to interact internally and externally
• University degree or equivalent work experience
• Strong attention to detail, listening skills, and time management skills
• Excellent note-taking skills
• High ethical standards
French bilingualism is an asset. Experience in the financial industry and knowledge of AML/KYC regulations are beneficial.
Summary
If you are an extroverted individual with superior customer service skills and a keen eye for detail, this opportunity is for you. Apply now to join our team!
Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.
Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.
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The Operations Officer plays a key role in developing and executing strategic and tactical activities (through outbound and inbound calling programs) to support a legendary customer experience. This role involves gathering and delivering customer information while supporting business objectives. The officer will act as a single point of contact for customer interactions in the RFI (Request For Information) process, managing risk and ensuring accuracy. Prioritization of requests based on regulatory requirements and internal service level agreements is crucial. Reporting and dashboard development are also key responsibilities.
Position: Operations Officer
Shift: Monday-Friday, 8:30am - 5:00pm; Hybrid (2 days in office, 3 days remote)
Location: Mississauga, ON
Advantages
his role offers great exposure to AML/Fraud processes, providing valuable experience in safeguarding the bank. Each day and every call offers variety and autonomy. Free parking is provided. A diverse and social team environment awaits.
Responsibilities
• Understand and use the Customer Experience Model (CEM) during customer interactions.
• Ensure adherence to quality standards for all correspondence.
...
• Triage RFIs by seeking clarification and determining required customer information.
• Prepare and ensure proper storage of information/data.
• Prioritize customer contacts and meet/exceed SLAs.
• Liaise with Branches to gather documentation.
• Adhere to documented procedures, including the customer escalation protocol.
• Maintain an updated customer database.
• Promote legendary customer experiences.
• Develop and execute strategic/tactical activities through outbound/inbound calling programs.
• Provide a standardized, consistent, centralized customer interaction model in the RFI process.
• Manage risk and ensure accuracy in information delivery.
• Prioritize requests based on regulatory requirements and internal service level agreements.
• Exercise discretion in managing correspondence and confidential information.
Qualifications
• Prior experience with SLAs
• Excellent analytical and problem-solving skills
• Strong listening, writing, and verbal communication skills
• High proficiency in Microsoft applications (Excel, Word, PowerPoint)
• Customer service experience with above-average telephone skills; Call center experience preferred
• Professional approach with the ability to interact internally and externally
• University degree or equivalent work experience
• Strong attention to detail, listening skills, and time management skills
• Excellent note-taking skills
• High ethical standards
French bilingualism is an asset. Experience in the financial industry and knowledge of AML/KYC regulations are beneficial.
Summary
If you are an extroverted individual with superior customer service skills and a keen eye for detail, this opportunity is for you. Apply now to join our team!
Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.
Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.
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