Associé(e), équipe Expérience virtuelle

Accountabilities:: Contact existing and prospective customers through outbound calls to understand their needs and introduce relevant credit and lending products and services. Conduct sales and service activities in accordance with established procedures, recommending financial solutions aligned with customers' individual needs and objectives. Provide guidance on personal banking and credit strategies, ensuring recommendations prioritize customers' best interests. Deliver exceptional customer service by building trusted relationships through professional communication, financial expertise, and personalized assistance. Handle inbound and outbound calls efficiently and professionally while ensuring all customer requests receive appropriate attention and follow-up. Communicate relevant marketing campaigns, promotional offers, and product opportunities during customer interactions. Identify business development opportunities and refer customers to appropriate internal departments or specialized teams when necessary. Process required transactions and banking activities during customer calls, ensuring accuracy and compliance with established procedures. Collaborate with internal and external stakeholders to address customer needs and contribute to business objectives. Stay informed about consumer needs, banking industry trends, product developments, and best practices in financial services. Identify complex or unresolved customer situations and escalate them to managers or relevant teams when appropriate. Protect the confidentiality of customer information and sensitive banking data. Identify and report suspicious activities or unusual patterns that may be associated with money laundering or terrorist financing. Comply with applicable regulatory requirements and internal policies, particularly those related to consumer protection, data privacy, and anti-money laundering. Apply risk management principles in daily activities, making informed decisions in accordance with established policies, procedures, and regulatory standards. Requirements: Generally, 1–2 years of relevant professional experience. A post-secondary degree or diploma in a related field is preferred, or an equivalent combination of education and experience. Good knowledge of personal banking products and services, particularly credit and lending solutions. Understanding of the banking industry, competitive landscape, and trends in financial products and services. Familiarity with customer contact center operations, including business processes, operational policies, and procedures. Knowledge of call center technology, systems, tools, and performance metrics. Good verbal and written communication skills, with the ability to clearly explain financial products and solutions. Strong interpersonal and customer service skills, with a professional, empathetic, and solutions-oriented approach. Good organizational and time management skills, with attention to detail when processing transactions and handling customer requests. Analytical and problem-solving abilities, including the capacity to assess situations, identify appropriate solutions, and escalate issues when necessary. Strong teamwork and collaboration skills, with the ability to work effectively with different stakeholders. A high level of responsibility, discretion, and awareness of confidentiality and regulatory compliance requirements. Ability to work independently in a remote environment while maintaining productivity, accuracy, and high service standards. Benefits: Annual salary: Between CAD 35,500 and CAD 65,000, depending on experience, skills, education, qualifications, and location. Variable compensation: Potential eligibility for commission structures, performance bonuses, and other incentives, depending on the position's compensation arrangements. Remote work: Work remotely from several eligible Canadian provinces, including Ontario, British Columbia, New Brunswick, Prince Edward Island, and Quebec. Healthcare coverage: Access to health insurance and additional healthcare benefits. Insurance protection: Life insurance and accident insurance coverage. Retirement savings: Access to retirement savings plans to support long-term financial planning. Professional development: Opportunities for ongoing training, coaching, and management support. Tuition reimbursement: Financial assistance to support continued education and professional development. Career growth: Access to learning opportunities, professional networking, and career development within an established banking environment. Inclusive workplace: Join a collaborative work environment that values diversity, respect, accessibility, and equal opportunities.