Job Title: CAN - Operations Officer II Duration: 1-Year Contract (Possibility of Extension and Conversion) Schedule: Monday–Friday, 8:00 AM–4:00 PM or 9:00 AM–5:00 PM (Rotational) Work Mode: Hybrid (4 days/week onsite) Location : Mississauga, Ontario L4W 5P3 Training: 100% onsite for 2–3 weeks
Summary of Day-to-Day Responsibilities
Process estate files and related transactions.
Handle inbound and outbound calls with authorized estate representatives.
Provide operational support and perform general to specialized processing activities within Operations & Technology.
Support partner relationships and maintain operational effectiveness to ensure business objectives, Service Level Goals, and CEI targets are met.
Report to a Team Manager regarding the team structure.
Customer Responsibilities
Positively contributes to the overall customer experience and loyalty index in every interaction.
Ensure customer issues are handled appropriately using established partner problem-resolution processes and escalate when required.
Create and recognize exceptional customer service through established programs.
Ensure all required processing and inquiries are completed within Service Level Goals.
Must-Have Qualifications
Proficiency in Microsoft Office Suite (Excel, Outlook, Word).
Strong attention to detail.
Ability to work independently and manage multiple tasks simultaneously.
Strong time management skills and ability to meet strict deadlines.
Previous experience working in high-volume environments and meeting SLAs.
Adaptable to change and comfortable working in evolving environments.
Excellent phone etiquette.
Ability to handle sensitive conversations with compassion and empathy when speaking with estate representatives and family members of deceased clients.
Nice-to-Have Qualifications
Bilingual (English and French).
Previous banking experience.
Previous administrative or Operations Officer experience.
Experience working with SLAs.
Collections experience.
Estates experience.
Disqualifiers
Frequent job hopping.
Unexplained employment gaps.
Applicant Notices & Disclaimers
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At SPECTRAFORCE, we are committed to maintaining a workplace that ensures fair compensation and wage transparency in adherence with all applicable state and local laws. This position’s starting pay is: $ 22.88/hr.
