Job Title:    Customer Service & Sales Agent    

Job Description:
The CSS works in partnership with other employees, departments, and external partners in delivering accurate, efficient, and effective information and services whether at the Branch or the Contact Center. The representative is ultimately responsible to provide the best customer experience via various mediums of communications as the role is interchangeable between Branches and Contact Center.  
Primary duties and responsibilities:

    Contribute to the department in meeting performance and revenue targets in alignment to company’s goals set for the department.
    Manage large number of various cash or non-cash transactions in timely, professional, and efficient manner.
    Establish and promote cordial relationship with customers, ensuring prompt attendance to their inquiries and solving their problems to grant them maximum satisfaction via all medium
    Have detailed knowledge about the company’s’ products and services and respond to all inquiries accordingly
    Ensure that all policies and procedures, code of conduct and compliance guidelines are complied with in the process of discharging duties
    Create customer profiles, process new loan accounts where necessary by capturing all necessary information and documents in line with company’s policy  
    Seize opportunities to upsell products when they arise and build sustainable relationships by engaging customers 
    Utilizing software, databases, scripts, and tools appropriately
    Escalate complex customer issues and challenges to the Team Lead working collaboratively for effective resolution
    Ensure that customers’ and company confidential information is properly protected and only used for official purposes
    Improve customer experience with the company by communicating effectively when informing customers of promotions and new products 
    Work closely and collaboratively as needed with other staff members in various departments by liaising as necessary
    Ensure when at the Branch all cash policies & procedures are followed for efficient end of day balancing
    Coordinate as a team for Marketing initiatives, when possible, to drive customers uptake
    Ensure when at the Contact Center all non-cash policies & procedures are followed 
    Perform other duties as assigned when needed

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements that follow are representative of knowledge, skills and/or abilities required. 

Education 
A Highschool Diploma or equivalent (Honour Roll).  

Work Experience
2 years’ experience at a reputable organization call center/teller roll.
(Equivalent combination of education with work experience will be considered)

Knowledge/Skills/Abilities
    Working knowledge of principles to provide excellent customer service
    Proficient in using Microsoft Excel, Word and PowerPoint
    Excellent communication skills – spoken and written English (Spanish a plus)
    Ability to pay attention to detail and ensure high level of accuracy
    Ability to listen and be of assistance to customers
    Ability to complete tasks in accordance with priorities, address multiple demands, and meet deadlines
    Ability to work independently and take initiative to solve problems
    Good interpersonal skills
    Strong quantitative and analytical skills

Attitude and Behaviours
    Service Oriented
    Self-motivated
    Self-disciplined
    Team player
    Flexible
    In accordance with Company Culture 

Working Environment:
Coordinated via Company office and utilizing schedule, where each person is to work in accordance with Labor Laws for a maximum of 45 hours excluding lunch.