Customer Service Manager

As a
Customer Service Manager, you'll be responsible for supporting and helping
transaction service employees make a positive impact in people’s lives while
also enabling your team to grow professionally. You'll play a leadership role
by helping the Branch Manager make sure your branch functions smoothly and by
listening to and coaching your employees day-to-day.

Your
role

• Guide and
  coach the team of representatives in identifying clients' financial needs
• Make sure
  the team promotes the Bank's products and services and refers clients to the
  right resource
• Support
  your team of representatives in achieving their objectives. Guide them and
  provide advice on work methods and service/business. development techniques
  after setting and following up on performance objectives and business
  development referrals
• See that
  the branch's operational activities are carried out efficiently
• Build
  loyalty by maintaining close relationship with clients and offering them
  quality service

More
specifically, you will :

• Manage
  complaints concerning transaction and retail banking services, in particular by
  handling and documenting complaints received at the branch to make sure their
  resolution improves client satisfaction.
• Develop an
  action plan with the Branch Manager, ensure its implementation, and circulate
  the results of the Client Experience Metrics survey.
• Explain to
  your team the rules for client segmentation, referrals, transaction execution,
  risk management, regulatory compliance and branch operating procedures, and
  make sure they are followed.
• Work with
  your team and other units to complete various mandates, analyses and special
  projects, or supervise such activities.

Your
Team

With us,
you will benefit from the solidity of a large company, a vast territory with
great potential and working conditions allowing flexibility, while contributing
to building the lives of people here. Our training programs based on learning
in action allow you to master your role. Personalized training content is
available to promote your continuous learning. Access to colleagues with
different expertise, experiences and diverse profiles enriches your development
from all points of view.

Basic
requirements

• College
  diploma and four to six years of experience, depending on position level OR
  Bachelor's degree in a related field and one to six years of experience,
  depending on position level
• Minimum 2
  years experience in personnel management and coaching
• Mutual Fund
  Representative (MFR) title, an asset
• Experience
  in business development and customer service
• Knowledge
  of financial products and services

Your benefitsIn addition to competitive compensation, upon hiring you’ll be eligible for a wide range of flexible benefits to help promote your wellbeing and that of your family.

• Health and wellness program, including many options
• Flexible group insurance
• Generous pension plan
• Employee Share Ownership Plan
• Employee and Family Assistance Program
• Preferential banking services
• Opportunities to get involved in community initiatives
• Telemedicine service
• Virtual sleep clinic

These are a few of the benefits available to you. We have an offer that keeps up with trends as well as your needs and those of your family. Our dynamic work environments and cutting-edge collaboration tools foster a positive employee experience. We actively listen to employees’ ideas. Whether through our surveys or programs, regular feedback and ongoing communication is encouraged.We're putting people firstWe're a bank on a human scale that stands out for its courage, entrepreneurial culture, and passion for people.   Our mission is to have a positive impact on peoples' lives. Our core values of partnership, agility, and empowerment inspire us, and inclusivity is central to our commitments. We offer a barrier-free workplace that is accessible to all employees. We want our recruitment process to be fully accessible. If you require accommodation, feel free to let us know during your first conversations with us. We welcome all candidates! What can you bring to our team?Come live your ambitions with us!!