Operations Officer, Digital Banking (contract)

EQ Bank | Equitable Bank • Toronto, ON

64d • Hybrid

About The Position

Reporting to the Senior Manager, Operations, the Operations Officer is responsible for a variety of functions within the Digital Banking group that include client onboarding, problem resolution, customer communication, processing of transactions, and data input. The Officer is responsible for performing the role with a high degree of accuracy and with a superb level of customer service and professionalism.

Requirements

• Minimum of 2 years’ proven financial services operations experience.
• Exhibit sufficient judgment to detect, solve, or escalate problems efficiently and effectively.
• High level of accuracy in daily tasks, the ability to prioritize and multitask.
• Strong computer skills; ability to work independently on assigned tasks.
• Excellent oral/written communication, relationship management, and time management skills are a must.
• Must be able to operate effectively within a fast-paced environment with tight time frames which are closely scrutinized by Senior/Executive Management.
• Strong Customer Service orientation.
• Able to perform well in a high volume, high intensity environment.
• Proficient computer skills including MS Office.

Nice To Haves

• Product knowledge of Deposit & Registered products would be an asset.
• May be required to be on call, and to work occasional weekend/holiday/evening hours.
• Schedules will be in shifts to service clients from 8AM – 8PM EST.

Responsibilities

• Perform a high level of Customer Service by promptly responding to client inquiries received from the Contact Centre, Fraud Group or directly from clients.
• Ensure customer satisfaction; must be well versed in product knowledge and features as well as policies and procedures.
• Resolving any issues that may arise and escalating as needed.
• Facilitate the regulatory onboarding of customers in an efficient, compliant, and client-centric manner.
• Rapidly triage and escalate complex issues to management for resolution.
• Ensure all required record keeping documentation has all been received in good order.
• Confirm receipt of initial deposit and resolving discrepancies or recommending exceptions where and when appropriate.
• Input the deposit details accurately into the banking system.
• Review & process Cheque deposits, Incoming EFTs, Returned items, Transfer-In and Transfer-Out requests for Registered Retirement Savings Plan (RRSP) & Tax-free savings account (TFSA) on a daily or periodic basis.

Benefits

• Competitive discretionary bonus
• Market leading RRSP match program
• Medical, dental, vision, life, and disability benefits
• Employee Share Purchase Plan
• Maternity/Parental top-up while you care for your little one
• Generous vacation policy and personal days
• Virtual events to connect with your fellow colleagues
• Professional development and comprehensive Career Development program
• A fulfilling opportunity to join one of the top FinTechs and help create a new kind of banking experience

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed