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 of Companies, 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:

General Bank of Canada is seeking a permanent, full-time Team Lead, Customer Service to provide leadership and support to the Customer Service team. This role is perfect for someone who has a passion for mentoring and guiding others, as the team lead serves as a coach and advisor for the Customer Service Team. The ideal candidate is customer focused, adaptable, and can manage multiple workflows at once. This role will be hands-on in the queue to process customer requests, escalations and tracking of resolutions for their retail auto-loans.

Reporting to Manager, Customer Service, the Team Lead will ensure accuracy and efficiency in the processing of customer requests including documents, documentation, and compliance and will, with the support of the Manager, Customer Service, review processes on a regular basis to ensure optimum efficiency while maintaining the customer service focus. The Team Lead, Customer Service will ultimately ensure that operations continue to meet or exceed the Bank’s exceptional customer service standard.

This position is located in our Edmonton office.

Responsibilities:

• Contribute to the overall success of the Customer Service Department by identifying and providing solutions for opportunities to enhance the customer experience.
• Act as a change management lead by assisting with the implementation of new policies and procedures.
• Support in the management and maintenance of the contact center system for all users.
• Assist in training, knowledge share and support of team members in all aspects of the first call resolution process cycle.
• Contribute to building a positive and effective work environment by promoting team effectiveness, growth, and development, as well as participating in personal performance development.
• Support the Manager, Customer Service and Customer Service team by being a knowledge and systems expert for general loan questions and execution of customer escalation and resolution processes.
• Resolve escalated issues and provide alternative solutions when required that comply with the Bank’s policies, procedures, and risk appetite.
• Participate in team meetings to update members on best practices and changes.
• Perform timely reporting and data analysis including regulatory requests from CRA and credit bureau.
• Development of monthly schedules to maximize coverage to meet KPI’s and Service Level Agreements.
  

What you Bring to the Table:

• Previous experience in a call center environment and a strong knowledge in the customer service industry, principles, and practices, combined with knowledge of banking and lending practices is considered an asset.
• You are a customer focused, problem solver, with the ability to foster relationships that contribute to a successful team environment.
• Previous supervisory or team lead experience is an asset.
• Microsoft Office skills (Outlook, Word and Excel).
• High school diploma required, combined with some post-secondary education in the fields of administration/business, finance, or related work experience is an asset
• Proven ability to work in a fast-paced, high-volume environment which requires the ability to be flexible and multitask.

What General Bank Offers:

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.

Application Deadline : April 10th, 2023

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. Please note that internal applicants are being considered for this role.

General Bank of Canada is an equal-opportunity employer, please connect with our Recruitment at hr@generalbank.ca if you require any accommodations.