Description

1. Customer Interaction and Support
   • Develop and maintain satisfactory Customer relationships with existing and prospective customers
   • Consistently demonstrate behaviours aligned with the Company’s Customer Service Philosophy
   • Respond to customer inquiries via phone, email, and in-person visits
   • Take ownership of and resolve customer complaints in a professional and timely manner, escalating issues when necessary in accordance with agreed turnaround times and service level agreements with relevant internal departments
   • Work closely with all departments and functional areas including Finance, Collections and Sales to ensure initiatives are effectively and efficiently executed
2. Transaction and Account Handling
   • Maintain a high level of product knowledge, including loan terms, interest rates, and repayment structures
   • Assist customers with payment processing, and account inquiries
   • Responsible for handling and executing account queries, inclusive of investigation, accurate logging, tracking and resolution
   • Process account updates and service requests while ensuring compliance with company policies
   • Monitor and track customer interactions in the CRM system for follow-ups and service improvements
3. Compliance and Risk Management
   • Identify potential fraud risks and escalate any suspicious activities to the appropriate teams
   • Maintain accurate customer records and uphold confidentiality
4. Operational Support and Reporting
   • Support the Middle Office in streamlining customer service processes
   • Provide feedback to management on recurring customer issues and potential service enhancements
   • Provide reports on customer interactions and service trends
   • Assist with ad hoc administrative and operational tasks as needed
5. Teller Services
   • Provide excellent Customer Service for clients who choose to make payments over the counter
   • Receipt Customer Payments efficiently and accurately
   • Maintain accurate records of all transactions and ensuring full compliance with bank procedure
   • Reconcile cash drawers, counting and packaging currency, and managing cash within specified limits
   • Accurately apply customer payments to customer loan accounts

• Diploma or Associate Degree in Business Administration, Finance or related field;
• Bachelor’s Degree would be considered an asset
• Additional training in financial services, customer relations, or AML compliance is an advantage
• Two (2) to three (3) years’ customer service experience, preferably within a financial institution, bank, or lending company

• Strong communication and interpersonal skills, with a customer-first mindset
• Specialist knowledge of customer services processes coupled with the ability to understand and act upon customers’ needs, concerns and priorities
• High level of ethical standards, confidentiality and integrity
• Ability to multitask and manage time effectively in a fast-paced financial environment
• Problem-solving skills and the ability to de-escalate challenging situations
• Solid organizational, planning, prioritization and time management skills
• Strong analytical abilities with attention to detail and accuracy
• Familiarity with financial products, banking services, and loan processing
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook) and CRM software