General Bank of Canada is a Schedule 1 chartered bank headquartered in Edmonton. A family-run organization launched in 2005 and part of the Wheaton Group, General Bank of Canada has helped Canadians across the country with their automotive, commercial and aviation financing needs. After years of success, we are undergoing transformation through innovation and focusing on building the bank of the future and one that can stand for generations. Proudly, for five years and counting, General Bank of Canada has been certified as a Great Place to Work in Alberta. We love it here and know you will too!

The Opportunity

General Bank of Canada is looking for both a temporary, full-time Customer Service Representative to join the organization as a key contributor with the Bank's Customer Service team. Consistent with the growth trajectory of the Bank, this is an excellent opportunity for the right individual to contribute to building the bank of the future with considerable potential for learning, growth, and advancement.

Reporting to the Customer Service Manager, the Customer Service Representative is responsible for developing and maintaining excellent relationships with customers through inbound and outbound calls, emails and follow up as required. The Customer Service Representative is responsible for the professional and timely communication with customers regarding payouts, payments, amendments, and other related loan issues. The Customer Service Representative will exercise sound judgment while responding to customer requests and following General Bank policies and procedures while aiming for first call resolution when possible.

This is a full-time, temporary role position until September 2025, with the possibility of extension or a permanent position within The Bank.

Responsibilities

• Meet and exceed the General Bank Customer Service standards when providing support to customers through inbound calls, emails and returning of voicemails.
• Assist customers quickly, efficiently, and professionally with skill and manners while adhering to the service standards as per the Bank's Service Level Agreement.
• Using exceptional communication skills, ask probing questions to get to the root cause of the customer's issue and to answer effectively. Practice active listening, attentive and patient, while serving the customers with integrity and honesty.
• Maintain composure and tone of voice during challenging situations as well as the use of “positive language”.
• Ensure customer satisfaction by providing correct and helpful solutions, as well as, escalating any critical customer issues and inquiries to the Team Lead or Manager.
• Communicate with customers on loan payouts, payments, loan renewal process and other related issues via phone or email.
• Following the end of the customer interaction, action customer requests as required, can include loan updates and amendments.
• Be the in-between between the Credit department and the Customer in the transfer process, follow up all necessary documents to complete Transfer as required.
• Capacity to control and “close” a call with confirmed customer satisfaction.
• Provide back-up to the Receptionist and provide reception support as required.
• Other duties as assigned.

What You Bring to the Table

The Customer Service Representative will have over the phone customer service experience and the ability to handle 60+ remote client interactions per day. The following are required competencies for the role:

• The ability to use sound judgment to make decisions, able to explain the why behind the decision, all while considering organizational impact and the Bank's risk appetite.
• High level of attention to detail, accuracy when recording data and consistency of output, and strong multitasking skills. Demonstrates a high degree of initiative and demonstrated ability to offer creative solutions and meet deadlines.
• Customer-focused, empathetic, and committed to delivering outstanding customer service experience while portraying the General Bank customer service value.

Workplace Model: In-office

Location: Edmonton

What General Bank Brings to the Table

We proudly offer a competitive compensation package including salary and benefits. Our benefits include extended health, dental, vision, and extensive mental health coverage as well as a multi-faceted employee assistance program and flexible spending accounts. As an employee, you can also expect to experience:

• Group retirement savings program with matched employer contributions.
• Generous paid time off to ensure a healthy work and life harmony.
• Collaborative work environment where your voice and opinion are valued.
• Employee perks for various products and services discounts.
• Beautiful downtown office location with an onsite gym and the best rooftop patio in Edmonton.
• Events and celebrations throughout the year.
• Tuition and professional development support.
• Welcoming teams that celebrate diversity and focus on inclusion.

The salary range for this position is $39,206 to $53,043 annually.

How to Apply

We invite you to apply directly through our Careers portal generalbank.ca/careers. If you need additional support, please reach out to [email protected]. While all applications are appreciated, candidates selected for consideration will be contacted directly.

General Bank of Canada is an equal-opportunity employer, and we are committed to fostering an environment where all employees are welcome and supported. We are dedicated to building an inclusive workforce that reflects the diversity of our communities, and customers. Accessibility is important to the Bank and if you require accommodations during the interview process, please let us know.