Our client, a leader in the banking industry is seeking a Bilingual Service Representative for an 8-month contract, with the possibility to extend. This is a hybrid position out of their Montreal office. In this role, you will be responsible for managing all customer service inquiries. Customer service inquiries are received by phone calls and emails. The ideal candidate will respond to inquiries with quality and professionalism.

Responsibilities:
• Provides day-to-day delivery of critical processes, administration, and servicing activities in in connection with retail deposits and payments
• Supports the execution of payments, transactions, service requests, administrative activities and processes and fulfillment of business, stakeholder and/or external customer inquiries/requests within relevant service level agreements
• Collaborates with stakeholders to promote efficient and effective processes and workflow, establish positive working relationships across the organization and to achieve business results and deliver the intended customer and employee experience
• Deposit and Payments operations includes (but are not limited to) specialized operations processes and activities related to cheque and electronic transaction processing, lockbox and remote deposit processes, account maintenance and monitoring, etc.

Qualifications:
• Bilingual in both French and English (must be able to hold fluent conversations)
• 2+ years of relevant experience in a similar role
• Customer service experience
• Communicating concisely with professionalism via phone and email
• Tech-savvy individual with strong computer and writing skills
• Previous experience in an analytical role
• Works independently with minimal support
• Good time management and organizational skills
• Ability to problem-solve and take initiative
• Fast learner with the ability to multi-task
• Previous financial institution experience
• Proficient in Microsoft Office, Outlook
• Ability to maintain composure and sympathize with clients
• Attention to detail and process driven
• Computer skills

Our client, a leader in the transportation services industry, is seeking a Director Client Success. This is a hybrid position in their downtown Toronto office. In this role, you will be responsible for acting as an interface between the customer and the internal organization. The Director Client Success develops a strategic partnership and close relationship with the customer’s representatives.

Responsibilities:

• Develops strategy for company regarding each account by:
  • Setting long-term goals for company’s relationship with each assigned account
  • Developing and modifying the plan to get there
  • Identifying the strategic projects that make up the plan
  • Engaging the relevant departments to develop and deliver the solutions
• Manages the relationship with each account by:
  • Building and maintaining credible relationships with the customer’s key decision makers
  • Facilitating and maintaining relationships on the senior levels between the customer and company Senior Management
• Takes responsibility for the customer by:
  • Providing ease of doing business for the customer
  • Pursuing quick resolution of immediate needs
  • Understanding and anticipating key activities/opportunities
  • Ensuring a unified approach to each account
• Ensures unified approach to each account by:
  • Communicating the strategy for each account to internal stakeholders
  • Building a single virtual team based upon trust among the members working toward a common goal
• Manages escalation of issues by:
  • Taking measures to avoid (and/or minimize) negative effect on business (and target achievement)
  • Initiating escalation to make Senior Management aware of the situation
  • Works to meet customer needs
• Maintains safe and healthy work environment by following organization standards and legal regulations
• Contributes to team effort by welcoming new and different work requirements; exploring new opportunities to add value to the organization; helping others accomplish related job results as and where needed.
• Other duties as assigned from time to time

Qualifications:

• Must have valid driver’s license in state of residency
• Bilingual (French/English) considered an asset
• Degree in Engineering, Business Management, Business Development (or related field) or equivalent work experience
• Three (3) to five (5) years’ proven experience in account management, sales marketing or a related field.
• Prior knowledge of and experience within the public transit industry is a definite asset.
• Experience in strategic planning and execution.
• Knowledge of sales management, negotiating, closing and change management.
• Must have excellent communication, negotiation, and presentation skills. 
• Solid experience in opportunity qualification, account development, contract negotiations. 
• Able to prioritize work, complete multiple tasks, and work under deadlines.
• Knowledge of Fare Collection Systems products Knowledge of the public transportation industry
• Ability to take responsibility, act proactively, engage resources and secure commitments in order to develop business opportunities
• Ability to empathize with the customer’s business and organizational situation.
• Ability to make a business case for action and be persuasive if necessary
• Ability to exercise tact and good interpersonal skills
• Ability to network effectively and manage others without authority, team player
• Analytical thinking skills, time management skills and ability to be pro-active with a sense of urgency Strategic thinking skills
• Must have proven meticulous attention to detail, strong communication skills, good organizational skills, and the ability to self-direct and prioritize in a dynamic and fast-paced environment

Our client is a top financial institution with significant North American holdings. They have operations across most major verticals, including institutional & corporate, wealth management, private client, commercial banking, treasury, and retail banking.

Position Overview

The primary responsibility of the Claims Response Centre Representatives is to obtain information for automobile and residential insurance claims from clients who contact the Claims Response Centre by telephone, web or fax. In this regard, the Analyst inputs information regarding the circumstances of the loss into the core claims system and directs the claimant through the appropriate services for emergency repairs, appraisals, rentals and other claim related services and informs the claimant on the next steps in the claims process. The secondary responsibility of the Representative is to negotiate and settle non-complex automotive claims, generating financial transactions and finalizing settlements in a timely fashion.

What you will achieve in this role:

• Delivers Legendary Customer Experiences
• Listen to client needs and treat each encounter as unique and clarify clients request to ensure they are well served.
• Effectively communicate problems or need for potential changes to allow the team leader to take further action.
• Provide clients with value-added service in explaining claims procedures and coverage and offering clear and complete information based on client needs.
• Records the accident or loss situation into the system with accurate and detailed information in order to determine the cause of loss, bodily injury, accident benefits and extensive property damage exposure (s). Where necessary identify appropriate services required by the client for example, emergency services, appraisal, rental vehicle, towing services etc.
• Meet productivity objectives set by the department in terms of average handle time, after call work, service levels, abandoned percentages, overall adherence compliance and number of incoming telephone calls handled.
• Collaborate with other departments to ensure missing policies are offered to clients.
• Adapt quickly to systems changes and/or modifications.
• Apply working methods according to procedure. Where coverage exists, direct claimants through the claims settlement process by explaining coverage and procedures (in non-technical terms), recommended suppliers, and by informing the claimant of his/her obligations and responsibilities to move the claim toward settlement. Where coverage does not exist, inform the client by explaining the terms of the insurance contract.
• Take appropriate action to complete various insurance claims transactions.
• Participate openly and actively in coaching sessions by providing input and feedback to Telephone Unit, Team Leader and Quality Assurance Analyst.
• Identify needs and proactively seek coaching to generate improvement opportunities.

What you will bring to this role:

• Bilingual (French and English) fluent both verbal and written (will need to answer calls with French speaking customers)
• Computer savvy – quick leaner and able to quickly pick up on internal systems.
• Previous Customer service centric, open to new grads
• Attention to detail and accuracy and multi-tasking
• Microsoft office proficiency - Proficiency in excel

We thank you for your interest in the position, however, only those who are qualified will be contacted

Inclusion and Equal Opportunity Employment

Our client is an equal opportunity employer committed to diversity and inclusion; creating an inclusive environment where all team members and clients feel like they belong.  We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, Aboriginal/Native American status or any other legally-protected factors.  We seek applicants with a wide range of abilities, and we provide an accessible candidate experience; accommodations during the application process are available upon request.

Our client, a leader in the banking industry is seeking a Bilingual Customer Service Representative to join their team. This will be a 7-month contract with the possibility of extension or becoming full-time employment. This is currently a hybrid position. In this role, you will be acting as the first point of contact for customer transaction, product and/or process inquiries through email, fax, telephone, and workflow technology. The ideal candidate is a highly motivated individual with a strong attention to detail who works well within a team.

Responsibilities:
•Inbound calls (30-70 calls daily) and outbound calls from/to Advisers and dealer back offices
•Inquiries would include but not limited to account status and product information about mutual funds, term products and insurance
•Conduct transactional calls
•Handle escalations

•Manage documentation to ensure that records are maintained in a proper manner

•Analyze data and information to provide insights and recommendations
•Adhoc tasks as required

Qualifications:

•*Bilingual oral/written French & English is a requirement for this role*

•1 -2 years of customer service experience

•Excellent verbal and written communication Skills is very important

•Must be customer service oriented with an outgoing personality

•College diploma/university degree

•Proficient in Microsoft Office programs

•Excellent work ethic and a go-getter attitude

•Someone willing to grow within the department/bank

•Detail-oriented individual with very strong phone etiquette

•Call Center experience within a large organization considered an asset

•Previous experience in banking or FI considered an asset