The role is expected to deliver superior client service in a fast-paced environment in adherence to Laurentian Bank's policies, standards, and guidelines. The Bilingual Problem Resolution Analyst is responsible for the analysis and resolution of issues that affect client service in a high pressure, high volume environment while identifying ways to reduce costs and risk of errors.
º Provide superior and positive client service experience by engaging clients, clearly understanding their needs, actively guiding them to resolve their needs, and escalating complex situations when necessary
º Analyse and interpret data, explain discrepancies, assess the implications,
and submit recommendations
º Manage the complaints process by responding to written complaints, logging and tracking the progress, and coordinating with other departments to ensure that the client's concerns are addressed while following the bank's established policies and meeting regulatory requirements
º Investigate and study complaints, assess the implications, and provide solutions to improve the unit's activities
º Support Client Services by providing research and managing escalations that cannot be handled at the point of initial contact
º Gather, compute, reconcile, and analyse accounting data, statistics, and other types of data
º Develop, maintain, and optimize the communications with internal and external stakeholders involved in the activities of the unit
º Support the Sales team by providing a point of contact to help resolve administrative, operational and service issues that they encounter in the field
º May be called upon to participate in the elaboration of various large-scale projects and mandates that may have a significant impact on profitability and efficiency
º Produce statistical data and various reports
º Ensure the updating and follow-up of information in various dossiers or projects
º Communicate information and data to internal and external clients
º Ensure compliance with established procedures
º Familiarize and keep up-to-date on current legislation and on Laurentian Bank's programs, policies and procedures
º Continuously promote different approaches and methods to improve work processes
º Carry out any other similar or general tasks at the request of his superior or as required
º College degree and 3 to 5 years' experience in a similar setting or University degree and 1 to 2 years of experience in a similar setting
º Bilingual (French/English) verbal and written communication skills are mandatory
º Excellent communications skills both written and oral
º Ability to communicate complex issues in a clear and concise manner
º Must exhibit Laurentian Bank's driven, responsive, and honest core values and possess the passion to put clients first
º Strong problem solving skills
º Proficiency in keyboarding, use of windows based computer systems
º Minimum 1 year experience in a similar centre environment
º Strong interpersonal skills and a passion for customer service.
º Analytical with exceptional ability to reconstruct problems and recommend timely solutions.
º Able to communicate well with various customer channels and at multiple levels
º Ability to work well independently.
º Excellent time-management, interpersonal and organizational skills.
º Ability to multitask, and meet deadlines.
º Ability to negotiate with representatives and clients to resolve issues.
We welcome and encourage applications from individuals from all groups, including aboriginal, women, visible minorities, and persons with disabilities, regardless of race, ethnicity, sexual orientation, creed, family status, national origin, age and gender.
Laurentian Bank of Canada and their subsidiaries may collect, use or disclose personal information of job candidates for the purpose of establishing an employment relationship.
Qualified candidates will be contacted.
No unsolicited Agency referrals please.
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