Customer Care Representative

Position Overview:

The Customer Care Representative is directly responsible for providing a high level of professional and personalized customer service that is consistent with The Bank’s corporate goals by creating memorable customer experiences while providing our customers with opportunities to save money. As a member of the Operations Team, you will contribute to the team's overall success by meeting personal sales, service and sales activity goals through contact with our existing customers. You will share your knowledge in fielding both inbound and outbound calls and helping customers on a variety of business and personal retail products including day-to-day banking, upselling of deposit, loans, online banking, cards and other BOB products and services.

Key Responsibilities:

• Provides professional, responsive customer service to inbound client calls, assisting clients with their immediate financial needs and processing requests in a timely manner.
• Acts as the first point of contact for the Card Centre ensuring that customers are identified through the security verification procedure standards set.
• Receives requests through an electronic mailbox and forwards same to appropriate support personnel for processing.
• Recommend products and services and/or share information with clients to meet their immediate financial needs.
• Resolves problems at first point of contact in a friendly and helpful manner and refers to more complex situations to supervisor/management/BOB partners as appropriate. Takes ownership of customer problems and ensures satisfactory resolution.
• Refers clients to BOB Partners, as appropriate, to meet their financial needs.
• Adheres to compliance routines in carrying out transactions.
• Logs problems encountered by customers and partners and follows-up for resolutions
• Provides merchant authorization assistance.
• Provides support to the Operations and Fraud Department in the event of absences.
• Provides maintenance to customer’s accounts as needed i.e. make cards inactive, activate accounts, place lost/stolen status, place notes on accounts etc.
• Provides assistance to customer queries Savings and Checking Account.
• Provides assistance/information to customers on loan queries/questions.

Minimum Qualifications & Experience:

• Strong client service orientation with the ability to resolve issues and provide exceptional customer experiences.
• Excellent communication and listening skills to identify client needs and recommend appropriate solutions.
• Ability to multitask and navigate computer systems efficiently while engaging with clients.
• Sound knowledge of banking products, services, and Payment Card Centre operations.
• Understanding of banking and government regulations related to credit and debit card operations.
• Proficient in computer applications, including core banking systems, networks, and email communication.
• Detail-oriented with strong problem-solving and organizational skills.
• Minimum 5 years of banking experience.

Why Join Us?

• Be part of a high-performing team that values innovation and excellence.
• Competitive salary, performance-based incentives, medical insurance (including life, dental, and vision), and a robust pension plan.
• Be part of a team that values your expertise and invests in your success!