General Bank of Canada is a schedule 1 chartered bank headquartered in Edmonton, launched in 2005 that assists Canadians with their auto, commercial and aviation financing needs. A family-run organization and part of the Wheaton Group , General Bank of Canada is a growing organization that was recently recognized as a “Top 50 employer in Canada for companies with fewer than 100 employees” and was named to the 2019, 2020, 2021 list of “Best Workplaces in Alberta!”

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 up as required. The Customer Service Representative is responsible for the professional and timely communication with customers regarding payouts, payments, amendments and other related loan issues. 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 is a full-time, temporary role position until March 2023, with the possibility of extension or a permanent position within The Bank.

Responsibilities:

• 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, can include loan updates and amendments.
• Be the in-between between the Credit department and the Customer in the transfer process, follow up all necessary documents to complete Transfer as required.
• Capacity to control and “close” a call with confirmed customer satisfaction.
• Provide back-up to the Receptionist and provide reception support as required.
• Other duties as assigned.

What you Bring to the Table:

The Customer Service Representative will have over the phone customer service experience and the ability to handle 60+ remote client interactions per day. The following are 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 multitasking skills. Demonstrates a high degree of initiative and demonstrated ability to offer creative solutions, and 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 enhanced mental health coverage and flexible spending accounts.
• Collaborative office space in a historic building.
• An opportunity to join a growing bank and contribute to its future success.
• Onsite gym.
• Rooftop patio to enjoy lunches + company events.

Successful candidates must have legal authorization to work in Canada on a full-time basis for any employer. We appreciate your interest in the role, however, only those candidates selected for an interview will be contacted. General Bank of Canada is an equal-opportunity employer, please connect with our Recruitment at hr@generalbank.ca if you require any accommodations.

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.