Professional Consulting - Toronto

Our Client in the Banking and Finance Industry is seeking a Bilingual Insurance Clerk (BISC Analyst)  for their Downtown Toronto office. This is a 12 months contract to start, possible extension OR Permanency
The Bank Insurance Service Centre (BISC) Analyst will play a key role in supporting the bank’s mission of “being there to help”. As an integral member of the Bank Creditor Insurance Operations team, this role will respond to customer inquiries received from our sales channels, provide excellent customer service to both internal partners and external customers and process a wide variety of complex technical transactions.
By handling non-routine creditor insurance transactions and issues, the BISC Analyst will support the branch team to confidently help customers meet their creditor insurance needs at the Bank. The analyst will provide assistance in retaining and expanding customer relationships to help the branch achieve retention, sales and profitability objectives. They will identify opportunities to increase share of wallet by using service principles, practices and techniques.
This role is accountable to proactively manage all incoming queries and issues in a professional, compliant and timely manner ensuring all prescribed guidelines and processes are adhered to.

Very dynamic team, 5 other people on the team. All full-time employees. This group is the support function for all retail branches – admin, escalations, technical problems, any errors made, refunds (act as the knowledge bank for retail banking and senior sales force). They work with distribution channels and offer protection solutions. Very open, collaborative group of people. This role deals with a lot of grey area and this individual will be required to collaborate with the team to investigate and problem solve. Looking to bring on eager individuals willing to learn and grow.

EVP (Employee Value proposition):
This is an opportunity to learn more about the financial industry/processes. There are many opportunities to cross-train and these individuals have the opportunity to work/get exposure to little projects (based on interests and background). The culture at the client Bank very inclusive. There is opportunity to learn from other members on the team. They will also be gaining exposure to multiple lines of business.

RESPONSIBILITIES INCLUDE (but are not limited to):
30%: Customer Service
30%: Investigative Analysis
10%: Administration
30%: Risk Management
Customer Service
• Answering inquiries coming in via email – very few via phone (1-5 calls a day split between 5 people) • Provide accurate and professional service to external and internal customers, including branch personnel, head office creditor insurance personnel, back offices, insurers, etc.
• Provide exceptional customer service in the resolution of more complex, non-routine customer-related issues
• Participate in relationships with internal and external business partners, customers and peers for purpose of enhancing business effectiveness
• Notify manager/ business partners and provide regular updates on customer issues
Investigative Analysis
• Conduct timely analysis of day-to-day information and reports on creditor insurance to ensure compliance with terms and conditions of contracts and maintaince of accounts • Research, investigate and analyze problems/ exceptions, including those referred from other staff within established procedures and timelines
• Participate in team and/or business unit projects, as needed, to improve business processes and/or customer service
• Monitor and shift priorities according to complexity and urgency levels to ensure service level agreements (SLAs) are met • Escalate issues and concerns as appropriate
• Process and/or fulfill complex, non-routine transactions and exceptions
• Ensure all completed work items are logged and filed according to team standards to ensure accuracy and accountability
• Monitor and shift priorities according to complexity and urgency levels to ensure service level agreements (SLAs) are met
Risk Management
• Adhere to all aspects of First Principles, our code of Business Conduct and Ethics, including individual accountability as it relates to potential conflicts of interest, safeguarding of customer information, trading in securities, anti-money laundering, privacy and disclosure of outside business activities Adhere to all established Policy and Procedures on the Bank’s intranet site, as well as internal Business Processes documented by the BISC Manager

***Candidates need to be Bilingual***
-MS Office – Outlook/Word/Excel
-Strong problem solving and analytical skills -Customer Service experience/investigation experience -Good written and oral communication skills -Ability to maintain customer confidentiality

-Previous banking/insurance experience
-some professional working experience

• Team player
• Excellent investigation skills
• Good prioritization skills (must-have)
• Good organizational skills
• Good customer service skills (must-have)
• Ability to multi-task in a fast-paced environment (must-have)
• Attention to detail (must-have)

Post-secondary education required.

To Apply, Please send your resume to:

Position Type Contract
Application Deadline January 31, 2019
Experience Required 3 years
Job Duration 1 year
Education Required Bachelors