Position Title: Operations Officer III
Duration: 9 months (Possibility of Extension/Conversion into FTE)
Schedule: M-F, core business hours – 37.5 hours per week, 7.5 hours per day (8:30-4:30pm)
Work Location: Montreal, QC, H2R 3A4 (Hybrid: 4 days in office, 1 day work from home - Friday work from home)
 
Responsibilities:

• Department Overview: Reporting to the Manager, Deposit Compliance Remediation, Small Business Banking, the Account Specialist, Small Business Banking, will assist customers in updating required or missing customer information, conducting account reviews, and providing support to ensure a legendary customer experience.
• This position requires a strong communicator who is comfortable engaging with customers over the phone in a contact center environment and has the ability to navigate multiple software and platforms.
• Provide inbound and/or outbound support to customers in a non-face-to-face environment.
• Create an exceptional customer experience with every client interaction and contribute to the ongoing improvement of the overall customer experience by ensuring advice, service, and inquiries and/or issues are managed promptly and effectively under all conditions.
• Navigate multiple screens and systems to locate and update customer information during customer calls.
• Use effective relationship skills when communicating with partners/colleagues/customers

Account Review & Maintenance Activities:

• Conduct reviews of customer accounts and files to identify discrepancies or missing information and determine the next appropriate step, based on outlined procedures.
• Follow all end-to-end procedures accurately for Business Account compliance, including documentation of all interactions with customers.
• Ensure documentation that is prepared/completed is accurate and properly reflects client/business intentions.
• Adhere to company policies, procedures, and standards to ensure compliance in all customer interactions.

 
Must-Have Hard Skills:

• Degree/Certifications Required: Undergraduate and/or 1+ years of relevant work experience
• Years of Overall Experience: 5-7 years of experience within customer experience or phone channel
• % Interaction with Stakeholders: connecting with different partners within the business
• Preferred Candidate Background: customer service, phone channel, problem resolution, and banking experience are assets.
• Bilingual (French and English)
• Strong customer service skills.
• Strong MS Office Suite skills

 
Soft skills:

• Strong interpersonal and communication skills (written and verbal).
• Strong organizational skills, with the ability to work in a fast-paced environment.

 
Nice-To-Have:

• Banking Experience.
• Fluent within any of the following - Mandarin / Punjabi / Hindi / Cantonese / Spanish.

 
 
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: $ 25.48/weekly.