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Department: Garnishement and Collections
Location: Place Bonaventure, 800 de la Gauchetiere W., Montreal
MANDATE Fulfill standard, routine transactions, internal business partner and/or external customer inquiries/ requests, and/or audit/ reconciliation activities efficiently and effectively in accordance with Bank and industry standards, focusing on the immediate time horizon. Follow procedures and supervisory direction to resolve standard, straightforward internal business partner and/or external customer inquiries/ requests, referring non-routine issues to more senior team members. ACCOUNTABILITIES :A. Product & Process • Process and/or fulfill transactions, perform audit/ reconciliation activities and/or other routine activities in accordance with established priorities and deadlines on a timely, accurate and efficient basis. • Identify and resolve discrepancies that are of a routine or repetitive nature in accordance with standard procedures. • Record and verify data for processing and/or further handling. • Respond directly to standard inquiries, instructions or transactions from internal business partners and/or external customers, or other Product Operations (PO) teams according to guidelines. • Perform administrative tasks such as distributing/ collecting documentation and information to or from other internal departments or institutions, archiving historical documentation, assisting in the preparation of management reports, reconciling activities on a daily, weekly, or monthly basis. • Provide input into the continuous improvement of business processes and procedures within the scope of the work team. • Participate in the testing and/or implementation of projects and new/ revised products/ services or processes, as assigned. B. Risk & Control • Escalate issues, where necessary, as per guidelines. • Ensure quality control standards are met for own work prior to proceeding with each workflow activity, as required by procedures. • Ensure adherence to all aspects of FirstPrinciples, Our Code of Business Conduct and Ethics Corporate Policy, as well as all applicable legislation, regulatory rules and requirements, and Bank standards, policies and procedures (P&Ps) for such things as potential conflicts of interest, safeguarding of customer information, trading in securities, anti-money laundering, privacy and disclosure of outside business activities. • Ensure strict confidentiality is maintained for both customer and Bank information to protect the customer and the Bank and to ensure compliance with Bank P&Ps. • Follow security and safeguarding procedures and apply appropriate due diligence in accordance with Bank policy for the prevention of loss due to such things as fraud or defalcation. C. Business Performance Management • Deliver exceptional customer service that builds trust through responsive, accurate, consistent, knowledgeable and available services and support. • Align individual performance goals to team and organizational goals. • Demonstrate behaviours that are consistent with “Our Way”
KNOWLEDGE AND SKILLS a) Knowledge: • High school diploma or equivalent work experience • Knowledge of standard desktop applications used by the business unit • Knowledge and understanding of the business unit’s key products and services, processes and controls • Understanding of risk and regulatory requirements of the role • Some knowledge of departmental systems and applications b) Skills: • Basic investigation skills • Basic customer service skills • Good sorting and organizational skills • Good written and oral communication skills (English & French) • Ability to meet the demands of a fast-paced, deadline-oriented environment
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