Call Center Representative

Job Description :

• The Financial Services Representative II, TB Inbound is responsible for responding to telephone inquiries from clients regarding financial products and services, identifying immediate client needs to further deepen the client relationship.
• The role demonstrates solid written, verbal, and interpersonal skills to meet client satisfaction and productivity targets by understanding client needs, offering a resolution of issues, and actively promoting s full range of products and services based on their financial needs and goals.
• The Financial Services Representative II, TB Inbound interviews applicants for loans, mortgages, and lines of credit, and facilitates clients’ deposit accounts and investments.
• The role receives general instructions on routine work and requires limited direction, collaborating to find simple solutions that make it easy for clients to bank with us.

What you’ll be doing

• You’ll work in a fast-paced Contact Centre where you’ll have meaningful client-focused conversations.
• As an Inbound Financial Services Representative, you’ll be the first point of contact for clients calling in with questions or requests related to their banking needs.
• You’ll deepen relationships by understanding the client’s needs, and quickly resolving issues or problems.
• You’ll proactively identify opportunities to match clients with the right products and solutions that will enable their financial success.
• Products and solutions will include bank accounts, credit card products, secured investments, overdraft protection, bill payments, secured and unsecured credit products, and more.
• You’ll educate and assist clients using digital capabilities.

How you'll succeed

• Client engagement - Focus on each client experience and connect on a personal level to offer an exceptional client experience.
• Engage in client-focused interactions that are meaningful and deliver trusted advice.
• Provide support for clients by helping them to manage their accounts and products.
• Connect and refer clients to the right contacts to enable their financial success.
• Problem-solving - Listen, ask questions, and put yourself in the client’s shoes.
• Act like an owner by understanding the client s needs and recommending solutions based on their needs.
• Remain solution-focused in order to identify opportunities to help our clients.
• Efficiency Understand that the client’s time is valuable and effectively complete their request.
• Strong knowledge of the systems and products to allow quick resolution of problems.
• Product knowledge - Deeply understand a suite of products and work with others to ensure clients are connected to the right people and opportunities.
• Proactively suggest banking options that will help clients achieve their financial goals.
• Understand and leverage other internal departments within our client to assist clients with additional needs
• Computer savvy - Easily navigate and focus on multiple software applications and dual monitors.

Must-Have Requirement :

Customer service experience

Nice to Have :

• Banking experience
• Bachelor's degree

Soft Skills :

• Client Focused
• Flexible
• Able to work in a fast-paced environment
• Strong communication skills
• Problem Solving skills

Notes :

• Remote / Hybrid : First few weeks on-site for training and later to move to fully remote, however, there is an option for fully remote
• Work Schedule (hours per week, start time) : - Hours / week, am- pm or pm- pm Monday to Friday shift TBD.
• Team Culture : The team is mainly works from home so very independent work.
• The team is high-touch via MS Teams messaging and there are team leads and mentors assigned to each resource with plenty of support.
• The Team is grouped by specialty.

Benefits :

• Medical, Vision, and Dental Insurance Plans
• k Retirement Fund
30+ days ago