Job Description
What's in it for You?
. Full time hours.
· Up to 12 months temporary assignment.
. Pay Rate of $18/ Hr.
What is the Job?
· Ensure transaction requests are completed compliantly according to business policy with a high degree of competence within defined service levels
. Ensure customer and corporate records are accurately maintained and reconciled in order to minimize firm exposure or risk
. Ensure that client or firm risk is mitigated but reporting anomalies to the Team Manager or Manager.
. Exercise discretion and sound judgment when correcting errors
. Monitor client accounts to ensure that appropriate documentation changes have been made, and correction requests have been completed
. Process various customer and internal requests, transfers and / or conversions (which will vary in dollar amount and difficulty)
2. To ensure a superior level of customer experience and client experience:
. Respond to inbound inquiries from the Call Centers in an informed, efficient manner, within established SLAs
. Efficiently resolve complaints and errors, using proper judgement to refer complex issues or escalations to your Team Manager or Manager.
. Liaise with various support partners such as Compliance or Wealth Operations when needed, to ensure client issues are resolved in a timely manner
. Perform financial corrections and adjustments in client accounts within authorized limits and/or defined approval criteria
3. To actively collaborate with internal staff and support departments to ensure that business needs are met:
. Actively participate in a team learning through active cross-training, developmental and team performance activities including team meetings and coaching sessions
. Obtain and forward necessary documentation to customers and / or other departments to ensure transactions are completed efficiently and accurately
. Pro-actively investigate and follow up on inquiries or escalations and refer to Team Manager or Manager as necessary
. Collaborate with Call Centers or other partners across the Bank to ensure client request are responded to effectively and efficiently.
. Provide reports and statistical information to management and / or other departments as required
What Do You Bring to the Job?
* CSC is an asset
* Strong communication skills to effectively provide detailed information to various departments.
* Exercise sound judgment in the prioritization of workload.
* Adhere to processing deadlines (within established SLA), such that customer satisfaction / processing efficiency levels are met, and maintained.
* Must be able to manage multiple interruptions from staff, other departments, branches etc, while at the same time maintaining his / her workload.
* Must be able to rapidly respond to inquiries in an intelligent and informed fashion.
* Ability to handle conflicting priorities, aggressive delivery or problem resolution lead time and highly valuable, highly sensitive customer relationships.
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Manpower Group recognizes the importance of providing an accessible and barrier-free environment. We are committed to creating a welcoming, fair and inclusive environment by offering equal opportunity to access our services. At ManpowerGroup, we are committed to providing accommodations, and will work with you to meet your needs.