Position Title: Operations Officer III
Duration: 12 months (Extension possible: Yes, based on performance and business needs)
 Schedule: Mon- Fri, 9 AM to 5 PM, 10 AM to 6 PM, 8:30 AM to 4:30 PM, 8 AM to 4 PM (Standard shift for 4 days and one day rotation) 
Work Location: Mississauga, Ontario (Hybrid- 4 days on site, Friday is work from home)
 
Summary of the role:
Inbound and outbound calls- verifying customer information and doing KYC checks, back office admin tasks like data entry, documentation review and maintaining records, providing customers with details on diff types of wire transfers- only confirming details but not processing wires.
Typical Day-to-Day Responsibilities:

• Provide a broad range of operational support and performs general to specialized transactions and/or other processing activities for own Operations and Business Services function.
• May contribute to analysis/reporting on critical projects or special initiatives that strengthen our operating model/processes and elevate service quality.

CUSTOMER:

• Execute transactions accurately, on time and in line with established guidelines/procedures while adhering to formal or informal Service Level Agreement(s) (SLAs)
• Refer or escalate processing or operational issues as needed based on a solid understanding of the issue, connecting with the appropriate function/partner to facilitate resolution and ensure that service quality is maintained
• Identify opportunities to improve service delivery
• Support partners with incoming transactions, validating information as needed to perform adjustments within authority levels Interact with partners by responding to requests in an effective and timely manner

SHAREHOLDER:

• Prioritize and manage own workload to meet Service Level Agreement (SLA) requirements for service and productivity
• Understand internal and industry regulations and trends, remain informed of emerging issues and apply appropriate due diligence in adherence with operating policies/procedures
• Consistently exercise discretion in managing correspondence, information and all matters of confidentiality; escalate issues where appropriate
• Support the timely and accurate completion of business processes
• Actively review internal processes/activities and provide ideas for process improvement Investigate and escalate non-standard or high-risk activities as appropriate
• Adhere to enterprise frameworks and methodologies that relate to operations activities for own area (e.g. Anti-Money Laundering, Business Continuity Management)

 
Must Have Skills:

• 4 years of Banking/financial industry experience
• Proven experience conducting KYC checks
• Experience in a Call center environment- handling inbound and outbound calls
• Microsoft 365 proficiency - Work, Excel, Outlook

 
Soft Skills:

• Collaborative skills
• Strong customer service skills
• Adaptable and high attentional to detail
• Team player

 
Nice- to-have skills:

• Bank wire transfer / financial transactions experience
• Familiar with AI technology- Copilot

  
 
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/hr.