Professional Consulting - Toronto

Our Client in the Banking and Finance Industry is seeking a Service Representative for their Downtown Toronto office. This is a 6 months contract to start, possible extension
 
GROUP/PROJECT INFO:
Implementation group (Treasury Management and Cards Implementation | Treasury and Payment Solutions).
This role will be part of the Solution Delivery Team that supports product implementation for the Commercial Finance Division and for business banking clients nationwide. They have a team that sells products across Canada that help customers manage their cash flow.

Prior to implementing, this group validates/confirms requests with customers and often sends the customers welcome letters and assists the customer with understanding how the products works.

CULTURE:
This candidate will be joining a team of approximately 10 other Solution Delivery Consultants. The team is like a family. Manager’s group looks after P&C core commercial (mom and pop shops) across the country and also supports clients that fall under the Commercial Finance Division. There is a lot of volume. Each segment works together as one. If one person is overloaded with work, everyone will pitch in to help. Anyone who joins will need to fit into that dynamic. This individual must be a team player, a good communicator (oral and written), a fast learner and someone who works well in a fast-paced client driven environment.

EVP (Employee Value proposition):
Possible FTE opportunities in the future. Training will be provided on this role. Training provided within this group is held in high regards among other groups within the bank. Opportunity to make internal/external contacts.
RESPONSIBILITIES INCLUDE (but are not limited to):
• End to end implementation of the product + end to end support
• Call the client and ensure they are comfortable with the product
• Walk customers through the service
• Services/products: fulfilling services to commercial customers
• Payment processing/cash management solutions for corporate customers (EFTs – electronic fund transfers).
• Training clients on how to use the services
• Dealing with internal/external customers
• Interaction with sales reps (internal)
• Volumes: 7 requests a day (40 or so in progress)
• Managing one’s time effectively
Please tell the candidates to review the bank/company what this role is. They do End to End implementation of the product + end to end support for customers. This is not just a CSR role. Its kind of a hybrid help desk/customer support role. A lot of candidates have come into interviews not knowing what this job entails. Please make sure to prep your candidates on this. They should know why they want this role and how it fits their goals for longevity within the bank.

TOP SKILLS / EXPERIENCE:
• 3+ years of Customer Service experience – strong sense of customer service – external clients are customers, and internal (sales). As per the manager: these candidates need to be very positive by nature.
• Positive and energetic attitude, with self-starter mentality – this individual needs to be a team player. These characteristics are very important to the manager.
• Good customer service experience – patient and flexible*** – i.e. finance CSR/call centre experience would be a good starting place for candidate experience.
• Technical amplitude: They may have a customer asking them technical questions where troubleshoot on the phone is required. They even have tools that show the customers screens etc.
• They have to be able to use Word, Excel
• Strong Problem solving skills.
• Excellent communication skills both oral and written.  Bilingual is considered an asset. 

NICE TO HAVE SKILLS/EXPERIENCE:
• 1+ recent years’ experience working within a Banking/FI environment.
• Proven experience wearing multiple hats in various roles and dealing with a variety of different situations with poise and professionalism.
• Remote deposit capture – scanner system (customers scan cheques, and it’s uploaded to their account). This system is activated through customer service – a lot of the customers (mom and pop shops) will call in for assistance in this regard.
• Previous experience/knowledge of cash management products.
• Knowing English/French is helpful

SOFT SKILLS:
• Written and spoken English, French is a nice to have.
• Strong communication skills – Written, Verbal, Comprehension
• High attention to detail – this is critical – small errors cause larger issues
 • Manage multiple priorities
• Being able to multi-task
• Busy department – need to be independent
• Being able to follow direction
• Candidates should have a professional demeanor
 • Fast learner
 • Dependable – understand to show up on time, no excuses.
• Strong communication skills

EDUCATION/CERTIFICATIONS:
• University Graduate – with degree in related field- Highly advantageous • High School diploma – required

 
To Apply, Please send your resume to: j.loyola@maxsys.ca

Position Type Contract
Application Deadline February 28, 2019
Experience Required 2 years
Job Duration 6 months
Education Required Bachelors