Client Services Officer
About The Position
Haventree Bank is a Schedule I Canadian bank dedicated to advancing financial security and upward mobility for Canadians underserved by traditional financial services. Through our broker-distributed alternative mortgage and GIC solutions, as well as our growing digital banking platform, we provide straightforward products that support long-term financial well-being and meaningful growth. As a CDIC-insured, federally regulated bank, we offer the trust and stability of a traditional financial institution while embracing the innovation and customer-first mindset of a modern digital bank. If you're looking for a place where your work has a direct impact, your ideas are valued, and innovation is encouraged, Haventree Bank is the place for you.
Requirements
- College diploma or equivalent.
- At least 1-2 years of experience in a financial services or banking environment.
- Familiar using CRM systems, digital banking platforms, and remote communication tools.
- Understanding of deposit and lending products.
- Proficient in Microsoft Office and comfortable working in a paperless environment.
- Strong verbal and written communication skills; ability to handle high call volumes and de-escalate issues.
- Experience resolving client issues efficiently and empathetically.
- Comfortable with repetitive tasks and be able to multi-task.
- Ability to work in a fast-paced, team-oriented environment with performance metrics.
Nice To Haves
- Bilingual in French and English is preferred.
Responsibilities
- Serve as the first point of contact for clients via phone, email, or live chat
- Address inquiries related to account balances, transactions, online banking, and general services.
- Troubleshoot digital banking issues and escalate technical problems as needed.
- Investigate and resolve client concerns efficiently and empathetically.
- Ensure timely follow-up and escalate complex issues to appropriate teams.
- Provide information on banking products such as accounts, GICs, and secured loans.
- Educate clients on digital tools and self-service options, including processing transactions.
- Support account maintenance and identify opportunities for specialist referrals.
- Build rapport with clients by delivering personalized and attentive service.
- Maintain accurate records of client interactions in CRM systems.
- Support client retention by ensuring a positive and consistent service experience.
- Verify client identity and follow security protocols to protect sensitive data.
- Adhere to AML/ATF regulations and report suspicious activity as required.
- Update client information and service requests in internal systems.
- Assist with documentation and follow-up communications.
Benefits
- Accommodation for job candidates during the recruitment and selection process.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
Associate degree
