Business Banking Analyst – Virtual – Bilingual

Accountabilities:: Client service and account support: Interact with business clients and internal partners by phone, email, and video conferencing to coordinate account maintenance, changes to account information and signing authorities, and servicing of existing cash management products. Service excellence: Deliver knowledgeable, resourceful, and professional client interactions while accurately documenting servicing activities in the appropriate systems and tools. Issue resolution: Investigate client questions and concerns, provide appropriate solutions, and escalate issues to leadership or relevant internal teams when required. Operational effectiveness: Capture and validate client financial information accurately and ensure that required documentation is complete and aligned with applicable policies and procedures. Risk and compliance: Apply appropriate due diligence when supporting credit recommendations or product sales and ensure client interactions comply with requirements related to anti-money laundering, legal and reputational risk, risk management, and professional conduct. Partner support: Assist internal partners with administrative activities, non-sales calling campaigns, client outreach, initiatives, projects, and AML remediation activities. Sales opportunity identification: Recognize potential client needs and opportunities and refer them to business advisors or the appropriate internal specialists. Digital banking advocacy: Promote digital banking solutions by explaining alternative ways to bank and helping clients understand and use ATM, mobile, and business banking technologies. Digital onboarding: Validate digital business onboarding applications across business banking, personal banking, and premium client segments. Schedule flexibility: Support client and branch needs through a rotating schedule within operating hours of Monday to Friday from 8:00 AM to 8:00 PM EST and Saturday from 10:00 AM to 6:00 PM EST. Requirements Financial services knowledge: Well-developed knowledge of business banking products and services, including lending, cash management solutions, GICs, and banking centre services. Relevant experience: 1–2 years of experience in a professional, fast-paced sales and service environment, preferably within financial services, client service, or a client contact centre. Bilingual communication: Fluency in both French and English, with the ability to communicate effectively with clients and internal partners in both languages. Client-first mindset: Strong commitment to understanding client needs, identifying appropriate solutions, and delivering a consistently high standard of service. Communication skills: Strong interpersonal communication, active listening, and presentation skills, with the ability to build productive relationships across different audiences. Judgment and attention to detail: Ability to accurately maintain client files, validate financial information, follow established procedures, and exercise sound judgment when handling sensitive client and financial information. Relationship building: Ability to develop strong professional networks and collaborate effectively with business advisors and other internal partners. Learning agility: Curiosity and willingness to continuously develop knowledge of financial products, services, technologies, and client needs. Values-driven approach: Demonstrated commitment to trust, teamwork, accountability, professionalism, and responsible client service. Remote work readiness: Ability to work independently from a secure, dedicated workspace with a door that limits noise and distractions. Home internet requirements: Reliable wired internet connection capable of supporting high-quality calls, with a minimum download speed of 15 Mbps and upload speed of 10 Mbps. Satellite internet is not permitted. On-site availability: Ability to attend the primary work location within two hours' notice when required for business purposes. Schedule flexibility: Willingness to work rotating hours based on client and branch schedules, including occasional Saturday shifts. Benefits Full-time employment: Regular full-time position with a standard schedule of 37.5 hours per week . Virtual work environment: Primarily remote work with the flexibility to perform activities virtually, while maintaining occasional on-site availability when required. Competitive compensation: Competitive salary and incentive pay. Banking benefits: Access to employee banking benefits. Health and benefits program: Employee benefits program, subject to applicable plan terms and conditions. Retirement support: Defined benefit pension plan, subject to applicable plan terms and conditions. Employee share purchase plan: Opportunity to participate in an employee share purchase program. Vacation: Vacation offering designed to support rest and work-life balance. Wellbeing support: Programs and resources dedicated to employee wellbeing. Recognition: Access to a social, points-based employee recognition program. Professional development: Opportunities to grow skills and build a long-term career through learning and development initiatives. Purpose Day: A paid day off dedicated to personal growth and development. Inclusive environment: Commitment to an accessible, inclusive workplace where diverse backgrounds, perspectives, and abilities are valued. Modern work tools: Access to technology and collaborative tools designed to facilitate effective remote work and teamwork.