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Operations Officer III

Iconma

Montréal, QC

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JOB DETAILS
SALARY
$20.40–$23.31 Per Hour
SKILLS
Banking Services, Business Banking, Call Centers, Communication Skills, Customer Experience, Customer Relations, Customer Relationship Management (CRM) Systems, Customer Support/Service, Documentation, English Language, Financial Services, French Language, Health Plan, Interpersonal Skills, Know Your Customer (KYC), Maintain Compliance, Microsoft Excel, Microsoft Office, Microsoft PowerPoint, Microsoft Word, Multilingual, Multiplatform/Cross-Platform, Organizational Skills, Presentation/Verbal Skills, Problem Solving Skills, Quality Control, Regulatory Compliance, Small Business, Writing Skills
LOCATION
Montréal, QC
POSTED
Today
Our client, a Banking company, is looking for a Operations Officer III for their Montréal, QC/Hybrid location.
 
Responsibilities:
  • Reporting to the Manager, Deposit Compliance Remediation, Small Business Banking, the Account Specialist, Small Business Banking will assist customers in updating required or missing customer information, conducting account reviews, and providing support to ensure a legendary customer experience.
Customer contact: 
  • Provide inbound and/or outbound support to customers in a non-face-to-face environment.
  • Create 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.
  • Navigate multiple screens and systems to locate and update customer information during customer calls.
  • Use effective relationship skills when communicating with partners/colleagues/customers
Account review & maintenance activities:
  • Conduct reviews of customer accounts and files to identify discrepancies or missing information and determine the next appropriate step, based on outlined procedures.
  • Follow all end-to-end procedures accurately for Business Account compliance, including documentation of all interactions with customers.
  • Ensure documentation that is prepared / completed is accurate and properly reflects client / business intentions.
  • Adhere to company policies, procedures, and standards to ensure compliance in all customer interactions.
 
Requirements:
  • Banking experience from a Financial Institution or Financial Services Contact Center experience
  • Fluency in French and English for written and verbal communications – bilingual
  • Proficiency and expertise with Microsoft Office (Word, Excel, and PowerPoint) and customer relationship management tools.
  • Previous experience in customer service or contact center role is preferred.
  • Understanding of KYC/KYB requirements is preferred
  • Excellent interpersonal and communication skills, both written and verbal.
  • Comfortable making and receiving outbound and inbound calls and engaging with customers in a professional and confident manner.
  • Strong organizational skills, with the ability to work in a fast-paced environment.
  • Ability to work with ambiguity to break down and solve business problems.
  • This position requires a strong communicator who is comfortable engaging with customers over the phone in a contact center environment and ability to navigate multiple software and platforms. 
  • Phone channel/Customer service experience in other domains
  • Bilingual, (English & French)
 
Why Should You Apply?

About the Company

I

Iconma

ICONMA is a global information consulting management firm providing Professional Staffing Services and Project-Based Solutions for organizations in a broad range of industries.

  • Corporate Headquarters in Troy, Michigan; 20+ locations worldwide.
  • Certified Woman-Owned Business Enterprise (WBE); certified by Women’s Business Enterprise National Council, National Women Business Owners Corporation (NWBOC); and California Public Utilities Commission (CPUC).
  • Founded in 2000
  • 2000+ Employees

The company was founded on the principle that success is derived from delivering high quality service and resources in the most responsive, flexible, and innovative way. ICONMA invests in people and resources with a single goal: To provide our customers with the highest quality service in the most responsive manner. Through its network of offices, ICONMA provides the resources to help clients maintain their competitive advantage.

COMPANY SIZE
2,000 to 2,499 employees
INDUSTRY
Management Consulting Services
EMPLOYEE BENEFITS
401K, Employee Referral Program, Life Insurance
FOUNDED
2000
WEBSITE
https://www.iconma.com/

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