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National Bank Financial Group Senior Customer Service Representative in Canada

Title: Senior Customer Service Representative Location: QC

This position reports to the Manager - Customer Service.

Main challenges

  • Create an atmosphere of trust in order to establish a personalized relationship by telephone with our customers and offer excellent service

  • Promote the products offered by the Bank, guide customers through the wide variety of our financial products and services and propose new products that meet their needs

  • Carry out different types of research and analyses in order to provide accurate answers to customers' many questions, with a view to offering consistently outstanding customer service

  • Refer customers to the appropriate experts for more information depending on the needs expressed

  • The candidate needs to be able to identify all risks inherent to the Personal and Commercial Banking sector's activities.

Specifically, you will:

  • Coach the customer service representatives

  • Oversee the operations when the manager is not available

  • Independently negotiate, within previously defined limits, agreements with customers and other sectors in order to solve problems related to customer satisfaction

  • Optimize communications and relationships between Customer Service Advisory Services Support and various other departments and parties involved

  • Ensure that certain files are followed up and carry out various operational activities of a complex and varied nature

  • Act as a resource person while supporting business development by carrying out fairly basic administrative tasks and analyses

  • High school diploma and three years of relevant experience or College diploma and one year of relevant experience

  • Experience in sales and customer service

  • Experience in coaching, an asset

  • Knowledge of banking products and services

  • Bilingualism (spoken and written) - English and French

We strive to be an inclusive organization where all employees are valued. National Bank stands out for its many initiatives to promote inclusion, making it a Canada-wide leader in diversity.