Job Description

The Customer Remediation Officer plays a key role in developing and executing strategic and tactical activities (through outbound and inbound calling programs) to support a legendary customer experience. This role involves gathering and delivering customer information while supporting business objectives. The officer will act as a single point of contact for Request For Information (RFI) processes, managing risk and ensuring accuracy in information delivery. Prioritization of requests based on regulatory requirements and internal service level agreements is crucial. This role also includes overseeing the development, production, and timely delivery of all CR reporting, including executive and business partner dashboards.

Position: Customer Remediation Officer
Shift: Monday to Friday, 9:00 am to 5:00 pm (potential for 10:00 am to 6:00 pm); Hybrid - 2 days in office, 3 days remote. Training: 8:30 am to 4:30 pm, primarily onsite (Monday-Thursday).
Location: Mississauga, ON

Advantages
This role offers great exposure to AML/Fraud processes, providing valuable experience in safeguarding banking operations. The work offers variety and autonomy, with each day presenting different challenges and interactions. Free parking is provided. The department has a diverse and social team culture.

Responsibilities
Responsibilities include understanding and utilizing the Customer Experience Model (CEM) during customer interactions, ensuring adherence to quality standards, triaging RFIs, preparing and storing information, prioritizing customer contacts, liaising with branches, adhering to documented procedures, maintaining an updated customer database, and promoting legendary customer experiences. Strong verbal communication and superior customer service skills are essential, as the role involves frequent interaction with existing customers.

Qualifications
The ideal candidate is bilingual (French/English), possesses prior experience with SLAs, and demonstrates excellent analytical and problem-solving skills. Strong listening, writing, and verbal communication skills are essential, along with high proficiency in Microsoft applications (Excel, Word, PowerPoint, and Visio). Customer service experience, particularly in a call center environment, is a must. A university degree or equivalent work experience is required. Experience with AML/KYC regulations and bank risk policies is a significant advantage. Strong attention to detail, listening skills, time management, procedural adherence, triage excellence, and data focus are crucial. Good Excel skills and note-taking abilities are also necessary. High ethical standards to ensure privacy are essential.

Summary
If you are an extroverted individual with superior customer service skills and a commitment to excellence, we encourage you to apply. This opportunity offers significant professional development within a supportive and collaborative environment.

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process. show more

Job Tags

Work at office, Remote work, Shift work, Monday to friday,

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