French Bilingual Contact Center Representative – Customer Service Specialist

French Bilingual Contact Center Representative – Customer Service Specialist

Requirements

• High School diploma, Undergraduate degree and/or
• 1+ years of relevant experience
• Bilingual (French & English)
• Roles within this job family may require various accreditations and/or licenses based on the business supported and/or regulatory requirements

Responsibilities

• Create an exceptional customer experience with every client interaction and contribute to the ongoing improvement of the overall customer experience by ensuring advice, service, and inquiries and/or issues are managed promptly and effectively under all conditions
• Identify customer needs and determine solutions to customer problems
• Use ability to discover and advise on meeting/exceeding customer needs by asking curious questions
• Offer comprehensive product knowledge and/or guidance as it relates to their respective business area
• Ensure customer/partner problems are handled appropriately the first time, escalating issues when necessary
• May identify cross-sell opportunities and/or refer customers/partners to internal Bank partners
• Expected to meet the needs of customers/partners by offering advice/guidance based on their total financial situation and possessing a thorough knowledge of customer/partner life cycle needs
• Complete a broad range of financial transactions (e.g., withdrawals, bill payments, and/or other transactions, as necessary) in an accurate and efficient manner
• Contribute to the achievement of business objectives by identifying advice opportunities and referrals, enabling business growth
• Promote full suite of products, advice, services and banking capabilities
• Understand and apply operating policies and procedures
• Support the timely and accurate completion of business processes and procedures
• Escalate non-standard or high-risk transactions/activities as necessary
• Ensure documentation that is prepared/completed is accurate and properly reflects client/business intentions and is consistent with relevant rules/regulations
• Support and participate in process improvement opportunities
• Ensure necessary due diligence to support the accuracy of all customer transactions/activities
• Participate fully as a member of the team, support a positive work environment that promotes service to the business, quality, innovation and teamwork and ensure timely communication of issues/points of interest
• Support the team by continuously enhancing knowledge/expertise in own area and participate in knowledge transfer within the team and business unit
• Participate in personal performance management and development activities, including cross training within own team
• Keep others informed and up-to-date about the status/progress of projects and/or all relevant or useful information related to day-to-day activities
• Contribute to a fair, positive and equitable environment that supports a diverse workforce
• Act as a brand champion for your business area/function and the bank, both internally and/or externally
• Provide exceptional inbound and/or outbound service and/or advice support to customers/partners on a range of moderately complex financial products and services
• Provide recommendations and guidance to customers and/or internal partners
• Provide solutions to problems in customer situations that are atypical or infrequent, or not covered by stated processes
• Understand how the team integrates with others to accomplish business objectives
• Impacts the quality, timeliness and effectiveness of the advice team or services provided to customers
• Suggest improvements to work practices and advice or customer service processes to achieve results or improve efficiency of the advice team
• Explains detailed and/or complicated information within the team; builds working relationships with customers and related teams
• Identifies and resolves issues within discretion and authority on processes, transactions or escalates internally as required

Preferred Qualifications

No preferred qualifications provided.