Customer Service Representative

CT Bank; Hamilton; Hybrid; CAD 35,000 - 50,000; Full time

Job summary

Join CT Bank, a part of one of Canada’s most trusted retail brands, as a Bank Customer Service Representative. You will provide exceptional service to customers, handling inquiries and proactively promoting products. This role requires customer-focused individuals who excel in communication and teamwork, with evening and weekend availability. Bilingual roles are also available for candidates fluent in French.

Qualifications

• Passionate about driving exceptional customer experience.
• Willingness to learn and solve problems while keeping the customer top of mind.

Responsibilities

• Handle a wide range of telephone inquiries in an effective and courteous manner.
• Identify suspected fraud and initiate appropriate actions.

Skills

Customer focused

Solutions oriented

Strong communication skills

Attention to detail

Job description

As the Financial Services segment of one of Canada’s most trusted and iconic retail brands, it is our mandate to continue to create innovative and rewarding financial solutions for our customers. Our growing suite of products and services showcase the dynamic contributions from our employees and our success is driven by a strong vision, loyal customers, and our ability to build teams that reflect the diverse customers and communities in which we live and work.

Join an award winning team that dreams big and works together to provide Canadians from coast-to-coast the customer service they’ve come to count on. We are currently looking for individuals that are passionate about driving an exceptional customer experience and committed to going above and beyond to make that happen.

Both English and Bilingual roles are available. In our bilingual roles candidates will be required to speak both English and French fluently.

While our department hours vary shifts will be primarily evenings and weekends, you must be available during evenings and weekends to be considered.

The option to work remotely is available for applicants residing in Ontario.

What you bring

We are looking for individuals who are :

• Customer focused, who go above and beyond to respond to the evolving needs of our customers
• Solutions oriented and outcome focused, with a strong attention to detail
• Team players with strong communications skills, who build relationships easily

Roles we are currently sourcing for at the Canadian Tire Corporate Contact Centre :

Corporate Roadside Assistance Representative :

• Respond to a wide variety of requests from Canadian Tire Roadside Assistance, Home Services and Drivers Academy customers such as dispatching a service provider to provide roadside assistance, general inquiries on membership benefits / product features, enrolment, etc. which ultimately will build loyalty to the Canadian Tire brand

Roadside Assistance hours of operation :

6 : 00am – 11 : 00pm, Monday to Sunday

As a condition of employment, our corporate positions are subject to the successful completion of Criminal Background Check

Roles we are currently sourcing for at the Canadian Tire Bank Contact Centre :

Bank Customer Service Representative :

• Handle a wide range of telephone inquiries in an effective and courteous manner. Inquiry types range from general account information such as balance, payment and purchase inquiries to more complex queries. The CRSR presents and educates customers onCanadian Tire Services.
• Limitedofferings of the various portfolios (i.e. Financial Products, Loyalty Program, etc.) and attempts to retain insurance and account cancellation inquiries, while proactively promoting cardholder features and benefits.

Bank Customer Service hours of operation :

Monday to Friday 8 : 00am – 8 : 00pm

Saturday and Sunday 8 : 00am – 6 : 00pm

• Inbound / outbound contact centre, focused on identifying suspected fraud and initiating appropriate actions to mitigate to the organization, while ensuring customer account(s) and personal information are managed in a professional and confidential manner
• Reviews credit card applications with the goal of reducing CTFS exposure to fraudulent activity while completing review within acceptable established time frames

Bank Card Security hours of operation :

Monday to Friday 8 : 00am – 8 : 00pm

Saturday and Sunday 8 : 00am – 6 : 00pm

• Conduct primarily outbound calls to our customers, offering education, guidance and assistance in order to obtain a payment commitment
• Ensure that information has been updated and recorded properly
• Identify an appropriate payment plan to recover the past due amounts through effective questioning to determine individual financial situations
• Build strong customer interactions using the Art of Communication model

Credit Services hours of operation :

Monday to Friday 7 : 00am – 9 : 00pm

Saturday 8 : 00am – 6 : 00pm

Sunday 1 : 00pm – 5 : 00pm

• As a condition of employment, our bank positions are subject to the successful completion of the following pre-employment conditions :
• Reference Check
• Credit Checks
• Criminal Background Check
• Sanctions & PEP Screening

While some experience is preferred, if you have a willingness to learn and can solve problems while keeping the customer top of mind, then this is definitely the place to be.

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