General Bank of Canada Hiring for Banking Customer Service Rep at Edmonton, AB Full Time

General Bank of Canada is a schedule 1 chartered bank headquartered in Edmonton, launched in 2005 that assists Canadians with their auto and commercial loan needs. A family run organization and part of the Wheaton Group of Companies, General Bank has helped Canadians across the country with their auto loan needs and more recently with commercial lending and aviation financing. In 2019, General Bank of Canada was recognized as an employer of choice, as the organization was named to the 2019 and 2020 list of Best Workplaces in Alberta!

The Opportunity:
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. Administrative tasks emanate from customer requests. The Customer Service Representative will exercise sound judgement while responding to customer requests and following General Bank policies and procedures while aiming for first call resolution when possible. Additional responsibilities are outlined below;

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

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

The ability to use sound judgement 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. Demonstrates a high degree of initiative and demonstrated ability to offer creative solutions, meet deadlines

Customer-focused, empathetic and committed to delivering outstanding customer service experience while portraying the General Bank customer service value.

What We Offer:
As a valued employee of GBC, you will receive the following:
Competitive salary + benefits package including extended health, dental and vision coverage

RRSP program + employer match

Work-Life Fit

Great Downtown Location

Onsite Gym

Rooftop patio for employees to enjoy lunch + company events

Successful candidates must have legal authorization to work in Canada on a full-time basis for any employer, only those candidates selected for an interview will be contacted. General Bank of Canada is an equal opportunity employer.