Back Office Operations Analyst

Rogers Communications, Inc.; Toronto; Hybrid; CAD 50,000 - 80,000; Full time

Job summary

An established industry player is seeking a Back Office Operations Analyst to join their dynamic financial services team. This role offers the opportunity to manage customer service operations, support training processes, and oversee key control activities. You will play a vital role in enhancing customer experiences and implementing innovative solutions while collaborating with various teams. The company promotes a culture of diversity and inclusion, ensuring that every team member feels valued and empowered. If you're ready to make a meaningful impact and grow your career in a supportive environment, this position is perfect for you.

Benefits

Health & well-being benefits

Donation matching

Paid time off for volunteering

Pension plan

Employee stock options

Generous employee discounts

Leadership development programs

Qualifications

• Minimum 2 years in Customer Service or Back Office operations.
• Strong understanding of various operational platforms.

Responsibilities

• Manage shared Outlook mailboxes and triage customer issues.
• Support Back Office activities and maintain KPI reporting.
• Collaborate with Compliance and Finance teams.

Skills

Customer Service

Multitasking

Communication Skills

Interpersonal Skills

Organizational Skills

Education

2 years experience in credit card Customer Service

Tools

Microsoft Word

Microsoft Outlook

Microsoft Excel

TSYS TS2

Job description

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Back Office Operations Analyst

Looking to join a growing financial services team? Rogers Bank, a subsidiary of Canada's leading wireless, cable and media company, is expanding and seeking passionate individuals to develop and implement innovative financial solutions and experiences. The bank offers unique cash-back benefits and financing options for Rogers purchases using cutting-edge technology. Interested? Take the next step and consider this opportunity to make a meaningful impact with Rogers Bank.

Who we're looking for:

The Customer Operations Coordinator is a professional who plays an important role in Rogers Bank's day-to-day processes by supporting key activities related to Operations, Disputes, and Customer Service. The position will report to the Senior Manager of Back Office and Disputes.

What you'll be doing:

1. Manage shared Outlook mailboxes for the intake of reports and triaging of technical and or customer issues.
2. Support the management and performance of management processes (liaise with vendors to collect the status of evaluations, reporting, and presentations).
3. Manage Back Office activities related to training and development processes.
4. Perform key control oversight QA activities for Back Office and Disputes.
5. Maintain reporting on KPIs for Back Office and Disputes.
6. Support the creation of knowledge management materials.
7. Track and analyze reject reports for trends and potential training opportunities.
8. Support Customer Service with non-designated level exception requests.
9. Responsible for the onboarding and maintenance of Rogers Bank and third-party employees.
10. Support the creation of monthly business reports for the Back Office and Disputes.
11. Accountable for processing all Credit Balance Refund requests via various channels and following Bank procedures when processing high dollar amounts.
12. Collaborate with the Compliance team to notify customers of changes to account statuses based on relevant guidelines.
13. Support the Finance team with validating payment reversal and transfer requests.
14. Review and action the Monthly Non-Canadian Address Report.
15. Collaborate with third-party vendors to contact customers with stale dated Credit Balance Refund cheques and document the results of those efforts.
16. Retrieve call recordings from a third-party vendor to aid in customer investigations or as part of operations audit of record retention.
17. Strong understanding of ADM, TS2, TCS, and Mastercom platform.
18. Based on involvement in daily customer inquiry, resolutions, and customer facing work, propose process improvements.
19. On rotation for 24/7/365 after hours production issue identification and resolution.
20. Other duties as assigned.

What you bring:

1. A minimum of 2 years industry experience in credit card Customer Service and/or Back Office operations.
2. Competency in Microsoft Word, Outlook and Excel, and the ability to learn new technologies/systems.
3. Effective multitasker who can work autonomously.
4. Strong interpersonal skills with an ability to interact with individuals across the organization.
5. Exceptional organizational and time management skills.
6. Excellent communication skills, written and verbal.
7. Ability to find customer answers quickly and accurately while using multiple resources.
8. Working knowledge of TSYS TS2.

What’s in it for you?

We believe in investing in our people and helping them reach their potential as valuable members of our team. As part of our team, you’ll have access to a wide range of incredible resources, growth opportunities, discounts, and perks, including:

1. Competitive salary & annual bonus.
2. Competitive & flexible health and dental benefits, pension plan, RRSP, TFSA, and Stock matching programs.
3. Discounts: Enjoy up to 50% off Rogers Services and Blue Jays Tickets, 25% off TSC items, and a 20% discount on all wireless accessories sold in Rogers stores.
4. Paid time off for volunteering.
5. Company matching contributions to charities you support.
6. Self-driven career development programs (E.g. MyPath program).
7. Rogers First: priority in applying to internal roles of interest.

Wellness Programs:

1. Homewood employee & family assistance program.
2. Cognitive Behavioural Therapy (CBT) & Virtual therapy sessions.
3. Low or no-cost fitness membership with access to virtual classes.

Our commitment to the environment and diversity:

Work for an organization committed to environmental protection with a strong commitment to diversity and inclusion with employee resource groups supporting equity-deserving groups including groups representing People of Colour, 2SLGBTQIA+, Indigenous Peoples, Persons with Disabilities and Women. We all bring something different, and we know what makes us different makes us great.

This is a hybrid work position and will require you to be in office three days per week. You can choose which days work best for you!

If you are selected to move forward in the recruitment process, here is what you can expect:

1. A 15-minute phone screen with your recruiter.
2. An interview with Hiring Manager.
3. A final round virtual interview with Director/VP of the team.

To protect our people, brand and assets, a pre-employment background check will be conducted. As part of our selection process, all candidates must clear a criminal background check. Additionally, a credit check and drivers abstract may be required depending on the role.

Schedule: Full time
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 1 Mount Pleasant (083), Toronto, ON
Travel Requirements: None
Posting Category/Function: Call Centre Operations & Operations Support
Requisition ID: 320121

At Rogers, we believe the key to a strong business, is a diverse workforce where equity and inclusion are core to making everyone feel like they belong. We do this by embracing our diversity, celebrating our different perspectives, and working towards creating environments that empower our people to bring their whole selves to work. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential by removing any barriers for equal participation. We work with our candidates who are experiencing a disability throughout the recruitment process to ensure that they have what they need to be at their best. You matter to us! For any questions, please visit the Recruitment Process FAQ.

Posting Notes: Rogers Bank

Location:

Toronto, ON, CA

Being a Rogers team member comes with some great perks & benefits including:

• Health & well-being benefits.
• Donation matching.
• Paid time off for volunteering.
• Wealth Accumulation including: Pension plan & Employee stock options.
• Generous employee discounts.
• Leadership development, Mentorship, and Coaching programs.

*available for full-time and part-time permanent employees, some restrictions apply.