Operations Officer

Job title:

Operations Officer

Company

Randstad

Job description

The Operations officer Officer plays a key role in developing and executing strategic and tactical activities (through outbound and inbound calling programs) to support a legendary customer experience. This role focuses on gathering and delivering customer information while supporting business objectives. The position acts as a single point of contact for customer interaction in the RFI (Request For Information) process, managing risk and ensuring accuracy. The successful candidate will prioritize requests based on regulatory requirements and internal service level agreements, and oversee the development and delivery of all CR reporting.Position: Operations Officer
Shift: Monday-Friday, 8:30 am – 5:00 pm; Hybrid – 2 days in office, 3 days at home
Salary: $25/hr
Location: Mississauga ONAdvantages
This role offers great exposure to AML/Fraud processes, providing valuable experience in safeguarding banking operations. Each day brings a variety of tasks and interactions, offering autonomy and a dynamic work environment. Free parking is provided, and the department boasts a diverse and social team culture.Responsibilities

• Understand and utilize the Customer Experience Model (CEM) during customer interactions.
• Ensure adherence to quality standards for all correspondence, including Bank branding and communication guidelines.
• Triage Request For Information (RFIs) by seeking clarification and determining required customer information.
• Prepare and store information/data before contacting customers.
• Prioritize customer contacts and meet/exceed SLAs.
• Liaise with Branches to gather additional documentation.
• Adhere to documented procedures, including the customer escalation protocol.
• Maintain an updated customer database with accurate information.
• Promote legendary customer experiences through a solid understanding of business strategy, policies, and procedures.
• Consistently exercise discretion in managing correspondence, information, and confidential matters.

Qualifications

• Prior experience with SLAs
• Excellent analytical and problem-solving skills
• Strong listening, writing, and verbal communication skills
• High proficiency in Microsoft applications (Excel, Word, PowerPoint)
• Superior telephone customer service skills
• Ability to effectively interact internally and externally
• University degree or equivalent work experience
• Strong attention to detail
• Superior time management, procedural adherence, and triage skills
• Good Excel skills for record-keeping
• Good note-taking skills
• High ethical standards
• French bilingualism is an asset
• Call Centre experience in a Financial Institution is an asset
• Working knowledge of AML/KYC Regulations and Policy to Bank Risk is a great advantage

Summary
If you are an extroverted individual with superior customer service skills and a passion for detail, this is a great opportunity to join a dynamic team! Apply now to begin your career as an Operations Officer.Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada’s workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.

Expected salary

$25 per hour

Location

Mississauga, ON

Job date

Sun, 16 Mar 2025 06:38:12 GMT

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