JOB SUMMARY

 The Temporary Customer Service Representative (TCSR) serves as the first point of contact for customers, handling inquiries, processing requests, and resolving issues efficiently. The role ensures high-quality customer interactions, aligns with company policies, and supports financial products such as loans, deposits, and payment solutions through business development. 

KEY RESPONSIBILITIES

1. Customer Interaction and Support

• Develop and maintain satisfactory Customer relationships with existing and prospective customers.
• Respond to customer inquiries via phone, email, and in-person visits.
• Take ownership of and resolve customer complaints in a professional and timely manner.
• Work closely with all departments and functional areas 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.
• Accurately provide Customers with Account Balances and generate Account Statements.
• 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.
• 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 Department 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.

ESSENTIAL JOB REQUIREMENTS

•  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.

KNOWLEDGE, SKILLS & ABILITIES:

•  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.