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National Bank: Manager, customer service

National Bank

This is a Full-time position in Montreal, QC posted May 21, 2020.

Do you stand out for your coaching skills?Are you a motivating and inspiring leader?Are you dedicated to delivering a superior client and employee experience?Then the position of Customer Service Manager may be right for you!As a Customer Service Manager, you’ll be responsible for supporting and helping transaction service employees make a positive impact in people’s lives while also enabling your team to grow professionally.

You’ll play a leadership role by helping the Branch Manager make sure your branch functions smoothly and by listening to and coaching your employees day-to-day.This position reports to a Branch Manager.In your role, you will be expected to:Guide and coach the team of representatives in identifying clients’ financial needsMake sure the team promotes the Bank’s products and services and refers clients to the right resources.Support your team of representatives in achieving their objectives.

Guide them and provide advice on work methods and service/business development techniques after setting and following up on performance objectives and business development referralsSee that the branch’s operational activities are carried out efficientlyBuild loyalty by maintaining close relationship with clients and offering them quality serviceDo your part to increase transaction revenues, share of wallet, and client acquisition and retention by soundly managing the branch’s expenses and transaction services.Ensure compliance with security standards and procedures in effectMore specifically, you will:Manage complaints concerning transaction and retail banking services, in particular by handling and documenting complaints received at the branch to make sure their resolution improves client satisfaction.Develop an action plan with the Branch Manager, ensure its implementation, and circulate the results of the Client Experience Metrics survey.Explain to your team the rules for client segmentation, referrals, transaction execution, risk management, regulatory compliance and branch operating procedures, and make sure they are followed.Work with your team and other units to complete various mandates, analyses and special projects, or supervise such activitiesThe incumbent must be able to identify risks inherent to Personal and Commercial Banking sector activitiesYou will be in charge of 2 branches*Depending on your academic background and the position level, at least five to ten years of experience in:Personnel management and coachingBusiness development and customer serviceDepending on your academic background and the position level, at least one to six years of experience in:College diploma and four to six years of experience, depending on position levelUniversity certificate in a related field and three to six years of experience, depending on position levelBachelor’s degree in a related field and one to six years of experience, depending on position levelKnowledge of financial products and services, an assetBilingualism, spoken and written (English and French) an assetReady to make a difference within a team?

To have a positive impact? Submit your application!Working at National Bank means having access to competitive working conditions, a wide range of employee benefits, a dynamic work environment and telemedicine services.National Bank sees diversity as a great source of wealth and values it in all its dimensions.

Its objective is to offer an open, respectful work environment where all employees can achieve their full potential.

Senior management’s concrete commitment helps spread this value across all sectors in the organization.

The Bank has been ranked among the top employers for diversity in Canada for several years.Selected candidates must complete online tests as part of the recruitment process.Work hours can vary depending on operational needs.