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Date: Dec 1, 2017

Location: Kitchener, ON, CA, N2G 4N5

Status: Open Position

Company: Arvato Digital Services Canada, Inc. 

Requisition ID: 13451

Job Description:


The Financial Banking Specialist offers a one stop banking experience to customers via virtual banking platforms.  This position is responsible for workflow processing and problem resolution of customer financial and non-financial transactions.  The position is responsible for all lines of business offered by the bank and is required to provide knowledge and expertise in financial areas to include checking, retirement, lending, long term and short term savings/investment programs.  This position works within a team structure to provide state of the art customer care with a concierge approach ensuring high levels of customer satisfaction and retention.   


General Duties (Includes but is not limited to the following):


  • Obtain and verify information by phone or online, using professional and courteous techniques.
  • Answer a wide variety of questions, provide education, and offer service and expertise to customers in a professional and courteous manner with 100% first call resolution and customer retention focus.
  • Identify consumer needs, recommend and establish accounts for customers, explaining the differences and benefits of products.
  • Handle, process and effectively finalize high volume transactions such as setting up new accounts, verifying information, entering data on the system and client/account investigation.
  • Work closely with other departments to resolve account related problems in a timely manner.
  • Provide information and clarify understanding on the policies and procedures to consumers.
  • Liaise with other banking and financial institutions in order to resolve complex client issues as required.
  • Commit to proactive and ongoing improvement of skills and the continued acquisition of knowledge.
  • Contribute to the ongoing development of the department, company and client.
  • Use Microsoft Programs and client specific computer systems and databases to complete required account and company transactions. 
  • Track and document customer contacts into customer relationship management applications and systems, to including typing clear and concise notes for each action taken.
  • Maintain strict confidentiality regarding customer account information.
  • Keep abreast of client developments affecting customer service, new product offerings and processes of company and customer service center by reading daily updates and attending briefings/training.
  • Conduct self-evaluations using quality coaching tools to assess personal skill development and review results with Supervisors.
  • Maintain acceptable attendance and punctuality.  Follow policy and procedures for communicating any changes and preferences in schedule to Supervisor.
  • Support additional duties as necessary in high volume or promotional periods.
  • Adhere to company and client productivity and quality performance expectations and policies and procedures.


Job Requirements:


  • 2 years post-high school education with 4-year degree preferred.
  • Minimum 1-3 years of work related experience, preferably in the banking industry; call center experience a plus.
  • General knowledge and expertise in the banking industry.
  • Work efficiently and effectively alone and with other internal and external stakeholders in a high volume environment.
  • Strong Customer Orientation and Focus.
  • Strong problem solving, organizational and decision making skills.
  • Effective time management and organizational skills.
  • Experience in Windows and Internet-based environment required.
  • Ability to multitask (talk, type, navigate).
  • Self-starter, organized, detail oriented and have ability to handle multiple projects simultaneously.
  • Minimum typing speed 30 WPM.
  • Exceptional relationship and interpersonal skills to establish and maintain effective working relationships with staff and customers.
  • Email and Chat correspondence skills.
  • Excellent verbal and written communication skills.
  • Phone Etiquette skill.
  • Flexibility in regard to work schedules.
  • Ability to maintain strict confidentiality with customer account information.


About our company:
Arvato - the spirit of solutions!

We at Arvato provide a comprehensive range of services and solutions to our business partners in the consumer electronics, high-tech, telecommunication, networking and industrial sectors. With more than five decades of experience and our global footprint we create value for our customers and ensure that they are well equipped for the challenges of their markets.

Arvato is a part of Arvato AG/ Bertelsmann, an internationally networked outsourcing provider. More than 65,000 employees design and implement solutions for all kinds of business processes across integrated service chains, for business customers from around the world. Its portfolio includes all services related to the creation and distribution of printed materials and digital storage media, as well as data management, customer care, CRM services, supply-chain management, digital distribution, financial services, professional and custom IT services, and the direct-to-customer distribution of educational media. Arvato is a wholly-owned subsidiary of Bertelsmann SE & Co. KGaA.

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