Our client, a Big 5 bank, is currently hiring for a bilingual customer service representative to join their team in downtown Toronto!
This role is within the investment funds group, which supports different 6 different LOBs. 1) Mutual funds 2) Global Asset Management 3) ETFs 4) broker dealer services 5) transfers. They deal with third party advisors (from other dealers) that have chosen to purchase funds for their clients. They deal with third party advisors and provide assistance. They also have to work with their dealers as well. Sometimes they speak to investors too but it's not as common.
They assist advisors over the phone. Will open ticket for calls using ServiceNOW system. Tickets may not be solved during call and may require follow up the next day. Common questions 1) how do we set up account 2) questions about a trade 3) questions on taxes, RSP questions, etc. They communicate via phone and email. Generally they do 80% calls and maybe 20% emails. But focus is on calls. During the non busy period 20 - 25 calls per day, during busy period 40 -65 calls per day.
The team is 14 inbound agents and then a few out bound agents. This role will be an inbound agent, but they may get exposure /asked to do other tasks as they gain proficiency (ex. emails).
Team SLA: 80% of calls need to be answered within 180 seconds. Tickets need to be dealt with, within 24 hours and resolved within 3 days.
Individual performance: Needs to hit or exceed 80% call quality.
Qualifications
1) Bilingual in French & English
2) Strong communication skills
3) Strong problem solving skills
4) MS Office/Computer literacy (Word, Teams, Outlook, etc.)
Education:
1) College/University Degree (Ideally business/ psychology)
Employee Value Proposition (EVP)
Chance to extend contract/convert permanent. Opportunity to move into sales team for high performer.
Work Environment: Once a month in the office in downtown Toronto, rest is work from home.
Hours: M-T 8:30am – 7pm – rotating 8hrs. (start anytime between 8:30 – 10:30am – rotating shifts)
Contract: 8 month contract with opportunity of extension OR conversion to permanent
Pay: $22 - $24/hr
Pay and Benefits
The pay range for this position is $22.00 - $24.00/hr.
Workplace Type
This is a hybrid position in Toronto,ON.
À propos de TEKsystems et TEKsystems Global Services
Nous sommes un fournisseur de services aux entreprises et de technologies. Nous accélérons la transformation de nos clients. Notre compétence en stratégie, conception, exécution et opérations libère la valeur de l’entreprise par un éventail de solutions. Nous sommes une équipe de 80 000 personnes qui collaborent avec plus de 60 000 clients, notamment 80 % du Fortune 500 en Amérique du Nord, Europe et Asie, qui collaborent avec nous dans le cadre de nos capacités full-stack et notre rythme. Nous sommes des penseurs stratégiques, des collaborateurs pratiques qui aident les clients à exploiter le changement et maîtriser le dynamisme de la technologie. Nous bâtissons le futur en livrant les résultats et en créant un impact positif dans nos communautés mondiales. TEKsystems et TEKsystems Global Services sont des entreprises d’Allegis Group. Découvrez d’autres informations à TEKsystems.com.
About TEKsystems and TEKsystems Global Services
We’re a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We’re a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We’re strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We’re building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.
The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.
