- 20% Customer Service- Perform a high level of Customer Service by:
- Promptly responding to client inquiries received from the Contact Centre, Fraud Group or directly from clients
- Ensure customer satisfaction; must be well versed in product knowledge and features as well as policies and procedures
- Resolving any issues that may arise and escalating as needed
- 30% Client Onboarding Review and Input: Facilitate the regulatory onboarding of customers in an efficient, compliant, and client-centric manner. Rapidly triage and escalate complex issues to management for resolution. For each application being processed:
- Ensure all required record keeping documentation has all been received in good order
- Confirm receipt of initial deposit and resolving discrepancies or recommending exceptions where and when appropriate
- Input the deposit details accurately into the banking system.
- 50% Processing - On a daily or periodic basis, Officers must review & process:
- Cheque deposits
- Incoming EFTs
- Returned items
- Transfer-In and Transfer-Out requests for Registered Retirement Savings Plan (RRSP) & Tax-free savings account (TFSA)
- Minimum of 2 years' proven financial services operations experience
- Exhibit sufficient judgment to detect, solve, or escalate problems efficiently and effectively
- High level of accuracy in daily tasks, the ability to prioritize and multitask
- Strong computer skills; ability to work independently on assigned tasks
- Excellent oral/written communication, relationship management, and time management skills are a must
- Must be able to operate effectively within a fast-paced environment with tight time frames which are closely scrutinized by Senior/Executive Management
- Strong Customer Service orientation
- Able to perform well in a high volume, high intensity environment
- Product knowledge of Deposit & Registered products would be an asset
- Proficient computer skills including, MS Office
- May be required to be on call, and to work occasional weekend/holiday/evening hours
- Schedules will be in shifts to service clients from 8AM – 8PM EST #LI-Hybrid
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Operations Officer, Digital Banking - Toronto, Canada - Equitable Bank
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