Customer Experience Agent

Job description

Confer with customers by telephone or in person to provide information about Desjardins services to ensure a smooth transition for their financial activities between Canadian network and Desjardins Bank operations; particularities of the products and services offered; and differences between the Canadian operations of Desjardins and services offered by the US subsidiary. Keep records of customer interactions or transactions, recording details of inquiries, complaints, or comments, and actions taken. Advises Canadian customers on how to fulfil their banking needs in the most efficient and economical way. Assist in opening new accounts, certificate of deposits, and handling all customer inquiries. Confirms account relationship with Canadian Parent, verifying information given. Offers all automated products including Online Banking, Mobile Banking, E-Statement, and Bill Pay. Assist in the use of all automated products and in resolution of any problems either in person or by telephone. Verifies the OFAC status and completes the Customer Information Profile of customers. Prepares required deposit documents, such as signature cards, disclosures and other documents for review and approval. Processes the necessary entries in FISERV. Ensures all account openings comply the bank policies and regulations. May also require some relief/backup activities to assist in periods of heavy customer volume or during teller absences.

Anticipated days and hours of work per week: Minimum of 35 hours per week. Must be able to work all shifts: Monday-Wednesday 9am to 4pm; and Thursday-Friday 9am to 5pm.

Special Requirements

Must speak and write in French fluently; pass pre-employment Criminal Background Check; and pass OFAC clearance; and must have High School Diploma.