Contact Centre Associate
Butterfield Support Services (Halifax) Limited
Halifax, NS
Closed
Job Details:
Are you a passionate customer service professional who prides yourself on providing a meaningful client experience? Are you looking to step away from sales targets and focus on servicing customer needs?
Headquartered in Bermuda, the Butterfield Group is a full-service community bank and a provider of specialized international financial services. Butterfield has operations in multiple jurisdictions, including Bermuda, the Cayman Islands, The Bahamas, Guernsey, Jersey, Switzerland, Singapore, Mauritius, the UK and Halifax, Nova Scotia. The Halifax office provides centralized shared services and support to the Butterfield Group in the areas of Finance and Accounting, Human Resources, Information Technology, Contact Centre, Operations, Middle Office and Compliance.
The Contact Centre Associate is responsible for providing the highest level of customer service for a full range of banking products and services to internal and external customers through the Bank's electronic and telecommunications channels.
Responsibilities include, but are not limited to:
- resolving client queries and requests to completion through electronic and telecommunications channels, i.e. email, internet banking systems, facsimile and telephone
- where required, escalating issues to the appropriate specialist or department
- reviewing daily system-generated reports and proactively contacting clients using diplomacy and problem-solving skills in order to resolve a range of issues
- approving or declining cheques or debits to overdrawn accounts in accordance with the Contact Centre policies and procedures
- remaining current on the features and benefits of all Bank products and services, including rates and fees
As the ideal candidate, you will have a post-secondary education combined with at least two years' customer service experience, preferably in a contact centre environment. Successful candidates will have excellent communication and interpersonal skills, and be familiar with customer service practices and conflict resolution techniques. Knowledge of banking and/or financial services is considered an asset.
Joining Butterfield offers the experience of working with an international financial services provider, career growth potential and work/life balance. Interested candidates can apply by clicking "Apply Now".
