National Bank Financial Group Senior Customer Service Representative in Canada

Title: Senior Customer Service Representative Location: QC

This position reports to the Manager - Customer Service.

Main challenges

Create an atmosphere of trust in order to establish a personalized relationship by telephone with our customers and offer excellent service Promote the products offered by the Bank, guide customers through the wide variety of our financial products and services and propose new products that meet their needs Carry out different types of research and analyses in order to provide accurate answers to customers' many questions, with a view to offering consistently outstanding customer service Refer customers to the appropriate experts for more information depending on the needs expressed Specifically, you will:

Coach the customer service representatives Oversee the operations when the manager is not available Independently negotiate, within previously defined limits, agreements with customers and other sectors in order to solve problems related to customer satisfaction Optimize communications and relationships between Customer Service Advisory Services Support and various other departments and parties involved Ensure that certain files are followed up and carry out various operational activities of a complex and varied nature Act as a resource person while supporting business development by carrying out fairly basic administrative tasks and analyses

High school diploma and three years of relevant experience or College diploma and one year of relevant experience Experience in sales and customer service Experience in coaching, an asset Knowledge of banking products and services Bilingualism (spoken and written) - English and French We strive to be an inclusive organization where all employees are valued. National Bank stands out for its many initiatives to promote inclusion, making it a Canada-wide leader in diversity. See how we do it: https://jobs.nbc.ca/diversity