Department / Branch: Richmond Branch

Reports to: Branch Manager

Employment Type: Full-Time, Temporary

Location: 6740 No. 3 Rd, Richmond, BC V6Y 2C2

Responsibilities:

1. Proactively address client needs, and perform routine branch transactions.

- Deliver exceptional client experience that ensures the clients needs are met.
- Maintain a solid focus on branch Cash/Operations/Risk activities.
- Contribute to team success, winning as a team and being rewarded as a team.
- Demonstrate reasonable flexibility in meeting the needs of clients and organizational arrangements.
- Embrace continuous learning through evolving capabilities and up-skill activities to be part of a change-ready workforce and meet organizational needs.
- Develop and attain proficiency and accreditation requirements of your role and continue to maintain proficiency to achieve future career goals.

2. Deliver exceptional customer service, and identify sales opportunities.

- Proactively engage, interact, and provide clients with appropriate advice, problem resolution, and prevention.
- Discover and advise clients with acquisitive offers to grow and deepen the relationship with the bank.
- Educate and enable our digital customer service where possible and encourage clients to interact with the bank in their channel of choice.
- Maintain clients’ relationships with our bank and get work right at the first time. Take appropriate action to close gaps identified through operational reviews and reporting.

3. Comply with bank policies, and fulfill assigned administrative duties to ensure efficient operations and meet performance targets.





- Adhere to policies and procedures for negotiation of items and cash to eliminate/reduce fraud losses and cash differences.
- Accountable for completing mandatory assigned training within the deadline and keeping up to date on changes to our policies and procedures, and managing, within the context of the role, reputational, operational, client suitability, and regulatory compliance risks.
- Perform the First Level of Customer Complaint Resolution Process and other financial consumer protection and Privacy work.
- Comply with all policies related to branch operations, including but not limited to AML/ATF, branch operation, operational risk management, and other regulatory requirements of OSFI, FINTRAC, FCAC, CDIC, OPC, CRA, etc.

Requirements:

Required Formal Education:

- Post-secondary degree or certification in a related field of study.

Work Experience:

- At least one year of work experience in a related field, such as Banking, Customer Service and Cashiering, is preferred.

Skills:

- Demonstrate strong communication, interpersonal, and attention to detail skills, and always be willing to learn and be self-motivated to support the team.
- Perform results / responsibilities common sense and patience, especially when dealing with customers’ requests and answering inquiries.




- Demonstrate effectiveness in adherence to bank policies and procedures to eliminate/reduce cash limits/differences and fraud.
- Ability to work under pressure to meet deadlines and handle difficult situations.

Special Requirements:

- Good verbal and written communication skills in English and Chinese. Proficiency in Verbal Cantonese is considered an asset.

Recruitment Process, Privacy and Accessibility Notice We thank all applicants for their interest in career opportunities with Industrial and Commercial Bank of China (Canada) (“ICBK”). Please note that only shortlisted candidates will be contacted.

ICBK is committed to fostering an inclusive and accessible recruitment process. If you require accommodation at any stage of the application or interview process, please inform us and we will work with you to address your needs. For more information on our accessibility commitment, please refer to Accessibility at ICBK on our corporate website.

To learn more about how ICBK collects, uses, and safeguards personal information provided during the recruitment process, please refer to the ICBK Privacy Statement for Recruitment and Employment available on our corporate website.

Benefits

- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- Vision care

Application question(s):
- Are you able to deliver services in both English and Chinese with work proficiency?

Education:
- DCS / DEC (preferred)

Experience:
- Banking, Customer Service or Cashiering: 1 year (preferred)

Work Location: In person

📌 Customer Service Representative, Richmond Branch - English / Chinese
🏢 Industrial and Commercial Bank of China
📍 Richmond