Bilingual Contact Centre Representative - Montreal

Our employer partner, a major national banking institution, is looking to add a Bilingual Contact Centre Representative to their very important contact centre in Montreal!

Job Overview:

As a member of the Contact Centre, you will be the first point of contact for clients calling in with questions or requests related to their banking needs, answering incoming calls from our credit cards clients as well as calls transferred from other departments.

The Contact Centre is open Monday to Sunday 8:00AM to 12:00AM. This position must be flexible to work between these hours which include evenings and weekends.

Key Responsibilities:

• Call Ownership – Respond to incoming calls or make outbound calls. Take complete ownership of calls in a friendly, courteous and professional manner. 

• Data Collection – Gather information as required by Visa and MasterCard Operating Regulations to process and support chargeback. Request and send customer correspondence and follow up with customers when necessary. 

• Decision Making – Resolve credit card application inquiries by utilizing current Review, Secured, Duplication, Missing and Verification rules. Processing credit limit change requests while using clear and empathetic judgements. ​

• Client engagement - Focus on each client experience and connect on a personal level to offer an exceptional client experience. Engage in client-focused interactions that are meaningful and deliver trusted advice. Provide support for clients by helping them to manage their accounts and products. Connect and refer clients to the right contacts to enable their financial success.

• Problem solving - Listen, ask questions, and put yourself in the client’s shoes. Act like an owner by understanding the client`s needs and recommending solutions based on their needs. Remain solution-focused in order to identify opportunities to help our clients.

• Efficiency – Understand that the client’s time is valuable and effectively complete their request. Strong knowledge of the company systems and products to allow quick resolution of problems

• Product knowledge - Deeply understand the company's suite of products and work with others to ensure clients are connected to the right people and opportunities. Proactively suggest banking options that will help clients achieve their financial goals. Understand and leverage other internal departments to assist clients with additional needs

Qualifications:

• You put our clients first. You engage with purpose to find the right solutions. You go the extra mile, because it’s the right thing to do.

• You’re passionate about people. You find meaning in relationships, and surround yourself with a diverse network of partners. You build trust through respect and authenticity.

• You love to learn. You’re passionate about growing your knowledge, and you know that there is no limit to what you can achieve.

• You put our clients first. You engage with purpose to find the right solutions. You go the extra mile, because it's the right thing to do.

• You’re goal oriented. You’re motivated by accomplishing your goals and delivering your best to make a difference.

• Values matter to you. You bring your real self to work and you live our values - trust, teamwork, and accountability.

Due to ongoing demand, our employer partner is continuously hiring for this position. Applications are reviewed on a rolling basis.

NOTE: We thank all applicants interested in this opportunity, however; please note that only selected candidates will be contacted regarding next steps.