Client Support Specialist

Toronto (ON) Remote Only
Opportunity Number: 2067392
Financial Services & InsuranceCustomer Service
LanguageSecurity Clearance
English verbal and writtenCriminal Check at time of placement
Start PeriodDate Posted
ASAPWednesday, November 10, 2021
Job Description

Our client within the Financial sector is looking for a Client Support Specialist to join their team.
The individual will be required to have a thorough understanding and knowledge of the transaction process, risk management rules and policies, and other industry specific policy and procedures to support essential responsibilities.

Roles and Responsibilities

  • Handling of incoming telephone calls and emails from both Internal and External Customers in relation to both pre and post-payment queries, in accordance with agreed SLAs and quality standards.
  • Ensure that all relevant information is input accurately and completely into SFDC and is updated each time an action is carried out relating to that client.
  • Provide transaction monitoring, frequent reporting or dedicated point of contact for agreed clients, as directed by the Client Services Team Leader.
  • Update cases and clients regularly, in accordance with agreed SLAs.
  • Act as conduit (Bridge) between Sales, Client and Operations
  • Maintains focus on personal and team goals, all incoming calls are handled within SLAs and all agreed call back timeframes to customers are adhered to.
  • Offer support and advice to internal and external clients, responding to queries within agreed SLA.
  • Deliver professionally constructed and factual email communications within agreed SLAs.

Qualifications and Experience
  •  Experience of a busy team in a client-facing function within the financial services sector
  •  A passion for excellence in customer service and customer management, along with a proven track record for embedding this passion in team culture
  •  Ability to lead by example and deliver service excellence to customers
  •  Maintain and exceed targets and meet tight deadlines
  •  Able to identify own development areas and training needs
  •  Excellent communication and listening skills with the ability to network and build internal/external relationships at all levels
  •  Highly driven, with strong desire to succeed
  •  Analytical capacity and innovative problem-solving skills
  •  High degree of professionalism, with a confident, assertive style
  •  Team player
  •  Effective time management skills
  •  Solid computer skills with ability to use MS Outlook, Excel, Word, PowerPoint and the Internet
  •  Being proactive and responsible for client queries.
  •  Actively take part in telephone training & apply appropriate feedback.
  •  Maintain and develop best practice as well as sharing best practice across the teams.
  •  Ensure comprehensive, accurate and timely records in SFDC following any action or contact relating to a customer.
  •  Adhere to compliance and regulatory requirements
  •  Achieve 95% or above on QA for customer contacts
  •  Build knowledge of the relevant payment platform to enable comprehensive response to queries

We’re an equal opportunities employer committed to increasing diversity and inclusion in today’s workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Minorities, women, LGBTQ candidates, and individuals with disabilities are encouraged to apply. If you require an accommodation, please review our accessibility policy and reach out to our accessibility officer with any questions.
Merci de l’intérêt que vous manifestez pour ce poste. La description du poste nous a été fournie en anglais par notre client. Si vous souhaitez passer l’entrevue avec nous en français ou fournir votre CV en français, nous vous confierons à une personne de notre équipe qui parle français.

Opportunity Number: 2067392

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