The Centralized Customer Remediation Officer is responsible for connecting with customers and branches to gather information required to satisfy Regulatory and Bank requirements. This role utilizes a level of expertise in communication skills to foster a relationship of mutual trust and confidence between Banking Services and the customer.
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Position: Operations Officer
Shift: Mon-Fri, 8:30am - 5:00pm, fully rotational
Training: 4 weeks, primarily onsite (4 Days in office, 1 day at home)
Location: Mississauga, HYBRID - 2 days in office, 3 days at home
Advantages
Potential for contract extension, work on a focal point team within the bank, good exposure within the bank, collaborative and inclusive team environment.
Responsibilities
Reporting to the Team Manager, GAML Request for Information, the Customer Remediation Officer's key accountabilities include:
• Understand and use the Customer Experience Model (CEM) during customer interactions, maintaining professional and empathetic tones throughout
• Ensure adherence to quality standards for all manner of correspondence including Bank branding and communication guidelines
• Triage Request For Information (RFI)s by seeking clarification from requesting groups to determine what customer information is required
• Prepare and ensure proper storage of information/data available prior to reaching out to the customer to display knowledge and expertise
• Prioritize customer contacts by following guidelines; meet/exceed SLAs (internal and regulatory) throughout the process
• Liaise with Branches when required to gather additional documentation
• Adhere to the documented procedures, including the customer escalation protocol
• Maintain an updated customer data base including accurate information and documentation gathering for records maintenance as well as recourse for any future customer concerns or escalations
• Promote legendary experiences for customers through the development of a solid understanding of business strategy, policies and procedures across a wide spectrum of retail products and services
• Develop and execute the strategic and tactical activities (through outbound and inbound calling programs) which support a legendary customer experience in the execution of customer information gathering and delivery while supporting business objectives
• Provide a standardized, consistent and centralized (single point of contact) customer interaction model in the RFI (Request For Information) process
• Manage risk and help ensure the ‘first time right' through the triage of all RFIs and information delivery requests to ensure that all ‘event’ details and required customer information are understood by the officer, seeking clarification from business partners as necessary
• Prioritize requests based on regulatory requirements and internal service level agreements
• Consistently exercise discretion in managing correspondence, information and all matters of confidentiality
• Adhere to the documented procedures, including the customer escalation protocol
• Maintain an updated customer data base including accurate information and documentation gathering for records maintenance as well as recourse for any future customer concerns or escalations
• Promote legendary experiences for customers through the development of a solid understanding of business strategy, policies and procedures across a wide spectrum of retail products and services
Qualifications
Must haves:
• 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 and Visio)
• Customer service experience with above average telephone customer service skills/Call centre exp
• A professional approach with the ability to effectively interact both internally and externally at all levels
• University degree or equivalent work experience
Nice to have:
- French Bilingual is an asset
- Call Centre experience in an FI
- Working knowledge of AML/KYC Regulations and Policy to Bank Risk would be considered a great advantage
Summary
This is an excellent opportunity to contribute to a crucial initiative within the Bank. If you possess the required skills and experience, we encourage you to apply.
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 Centralized Customer Remediation Officer is responsible for connecting with customers and branches to gather information required to satisfy Regulatory and Bank requirements. This role utilizes a level of expertise in communication skills to foster a relationship of mutual trust and confidence between Banking Services and the customer.
Position: Operations Officer
Shift: Mon-Fri, 8:30am - 5:00pm, fully rotational
Training: 4 weeks, primarily onsite (4 Days in office, 1 day at home)
Location: Mississauga, HYBRID - 2 days in office, 3 days at home
Advantages
Potential for contract extension, work on a focal point team within the bank, good exposure within the bank, collaborative and inclusive team environment.
Responsibilities
Reporting to the Team Manager, GAML Request for Information, the Customer Remediation Officer's key accountabilities include:
• Understand and use the Customer Experience Model (CEM) during customer interactions, maintaining professional and empathetic tones throughout
• Ensure adherence to quality standards for all manner of correspondence including Bank branding and communication guidelines
...
• Triage Request For Information (RFI)s by seeking clarification from requesting groups to determine what customer information is required
• Prepare and ensure proper storage of information/data available prior to reaching out to the customer to display knowledge and expertise
• Prioritize customer contacts by following guidelines; meet/exceed SLAs (internal and regulatory) throughout the process
• Liaise with Branches when required to gather additional documentation
• Adhere to the documented procedures, including the customer escalation protocol
• Maintain an updated customer data base including accurate information and documentation gathering for records maintenance as well as recourse for any future customer concerns or escalations
• Promote legendary experiences for customers through the development of a solid understanding of business strategy, policies and procedures across a wide spectrum of retail products and services
• Develop and execute the strategic and tactical activities (through outbound and inbound calling programs) which support a legendary customer experience in the execution of customer information gathering and delivery while supporting business objectives
• Provide a standardized, consistent and centralized (single point of contact) customer interaction model in the RFI (Request For Information) process
• Manage risk and help ensure the ‘first time right' through the triage of all RFIs and information delivery requests to ensure that all ‘event’ details and required customer information are understood by the officer, seeking clarification from business partners as necessary
• Prioritize requests based on regulatory requirements and internal service level agreements
• Consistently exercise discretion in managing correspondence, information and all matters of confidentiality
• Adhere to the documented procedures, including the customer escalation protocol
• Maintain an updated customer data base including accurate information and documentation gathering for records maintenance as well as recourse for any future customer concerns or escalations
• Promote legendary experiences for customers through the development of a solid understanding of business strategy, policies and procedures across a wide spectrum of retail products and services
Qualifications
Must haves:
• 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 and Visio)
• Customer service experience with above average telephone customer service skills/Call centre exp
• A professional approach with the ability to effectively interact both internally and externally at all levels
• University degree or equivalent work experience
Nice to have:
- French Bilingual is an asset
- Call Centre experience in an FI
- Working knowledge of AML/KYC Regulations and Policy to Bank Risk would be considered a great advantage
Summary
This is an excellent opportunity to contribute to a crucial initiative within the Bank. If you possess the required skills and experience, we encourage you to apply.
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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