General Bank of Canada Looking for Customer Service Representative at Edmonton, AB Full Time

Build a bank that can stand for generations. A great place to work. A great place to be a customer.

Launched in 2005, General Bank of Canada is a schedule 1 chartered bank headquartered in Edmonton. A family-run organization and part of the Wheaton Group of Companies, General Bank has helped Canadians across the country with their auto loan needs and more recently with commercial lending and aviation financing. General Bank of Canada has been certified as a “Great Place to Work” for three consecutive years.

The Opportunity:

Reporting to the Customer Service Manager, the Customer Service Representative is responsible for developing and maintaining excellent relationships with customers through inbound and outbound calls, emails and follow-ups as required. The Customer Service Representative is responsible for professional and timely communication with customers regarding payouts, payments, amendments and other related loan issues. Administrative tasks emanate from customer requests. The Customer Service Representative will exercise sound judgement while responding to customer requests and following General Bank policies and procedures while aiming for first-call resolution when possible.

This role will also provide backup to the Receptionist and provide reception support as required. Additional responsibilities are outlined below.

• Meet and exceed the General Bank Customer Service standards when providing support to customers through inbound calls, emails and returning of voicemails.
• Assist customers quickly, efficiently, and professionally with skill and manners while adhering to the service standards as per the Bank’s Service Level Agreement.
• Using exceptional communication skills, ask probing questions to get to the root cause of the customer’s issue and to answer effectively. Practice active listening, attentive and patient, while serving the customers with integrity and honesty.
• Maintain composure and tone of voice during challenging situations as well as the use of “positive language”
• Ensure customer satisfaction by providing correct and helpful solutions, as well as, escalating any critical customer issues and inquiries to the Team Lead or Manager.
• Communicate with customers on loan payouts, payments, loan renewal process and other related issues via phone or email.
• Following the end of the customer interaction, action customer requests as required which can include loan updates and amendments.
• Be the in-between between the Credit department and the Customer in the transfer process, and follow up on all necessary documents to complete the Transfer as required.
• Capacity to control and “close” a call with confirmed customer satisfaction

What you Bring to the Table:

The Customer Service Representative will have over-the-phone customer service experience and the ability to handle 60+ client interactions per day. The following are the required competencies for the role:

• The ability to use sound judgement to make decisions, able to explain the why behind the decision, all while considering organizational impact and the Bank’s risk appetite.
• High level of attention to detail, accuracy when recording data and consistency of output, and strong multi-tasking skills. Demonstrates a high degree of initiative and demonstrated ability to offer creative solutions, meet deadlines
• Customer-focused, empathetic and committed to delivering outstanding customer service experience while portraying the General Bank customer service value.

What We Offer:

As a valued employee of GBC, you will receive the following:

• Competitive salary + benefits package including extended health, dental and vision coverage
• RRSP program + employer match
• Work-Life Fit
• Great Downtown Location
• Rooftop patio for employees to enjoy lunch + company events

Successful candidates must have legal authorization to work in Canada on a full-time basis for any employer, only those candidates selected for an interview will be contacted. General Bank of Canada is an equal-opportunity employer.

General Bank of Canada acknowledges the traditional land on which we reside, is in unceded Treaty Six Territory. We would like to thank the Original Peoples whose ancestors’ footsteps have marked these lands since time immemorial, such as nêhiyaw / Cree, Dene, Anishinaabe / Saulteaux, Nakota Isga (Na-koh-tah ee-ska) / Nakota Sioux, and Niitsitapi / Blackfoot peoples. We also acknowledge this as the Métis’ and Inuit homeland.