Telephone Support Agent

Desjardins Group; Montreal; On-site; CAD 45,000 - 60,000; Full time

Job summary

A financial services cooperative in Montreal seeks an experienced customer service representative to take calls from members, resolve issues, and process transactions. The ideal candidate has a high school diploma, at least two years of relevant experience, and is proficient in French. This role offers competitive salary, flexible vacation, and a defined benefit pension plan.

Benefits

Competitive salary and annual bonus

4 weeks of flexible vacation

Defined benefit pension plan

Group insurance including telemedicine

Reimbursement of health and wellness expenses

Qualifications

• Minimum of two years of relevant experience.
• Knowledge of French is required.
• Knowledge of all counter and convenience products and services.
• Knowledge of service standards.

Responsibilities

• Take transactional and informational calls from the AccèsD Contact Centre.
• Process transaction notices and follow up with members within 24 hours.
• Assist members with their use of Desjardins products and services.
• Compile complaints and identify ways to improve service quality.

Skills

Action oriented

Communicates effectively

Customer Focus

Interpersonal Savvy

Nimble learning

Situational adaptability

Education

High school diploma in a related field

Job description

Overview

The work mode arrangement for the position is full-time on site. The incumbent takes phone calls originating from the AccèsD contact centre, frequently concerning unresolved issues. Process transaction notices and act as the liaison between caisse operations and the AccèsD contact centre. More specifically, you will be required to:

• Take transactional, convenience and informational calls originating from the AccèsD Contact Centre. Propose customized and sustainable solutions and ensure the satisfaction of members and customers.

• Process transaction notices originating from the contact centre and follow up with members and customers within 24 hours.

• Assist members and customers to optimize their use of Desjardins products and services by providing them with information, guiding them in their operations, and, when applicable, by selling convenience and automation products and services.

• Compile complaints and problems reported by members, customers, caisse employees and managers, and contact centre and Desjardins Group components. Identify ways to improve service quality and propose solutions.

• When coming into contact with members and customers, work to strengthen the trust they have in Desjardins by adequately responding to their needs.

• Ensure that activities are completed in a timely fashion and in accordance with prescribed quality standards.

• Ensure the security of transactions and operations in accordance with current policies, practices and standards.

What we offer

• Competitive salary and annual bonus

• 4 weeks of flexible vacation starting in the first year

• Defined benefit pension plan that provides predictable, stable income throughout retirement

• Group insurance including telemedicine

• Reimbursement of health and wellness expenses and telework equipment

*Benefits apply based on eligibility criteria.

What you bring to the table

• High school diplomas in a related field

• A minimum of two years of relevant experience

• Please note that other combinations of qualifications and relevant experience may be considered

• Knowledge of French is required

• Knowledge of all counter and convenience products and services

• Knowledge of integrating data into systems

• Understanding of the philosophy and fundamentals of financial services cooperatives

• Knowledge of operating procedures related to convenience products and services and automated and assisted transactions

• Understanding of telephone protocol

• Knowledge of service standards

Action oriented, Communicates effectively, Customer Focus, Differences, Interpersonal Savvy, Nimble learning, Situational adaptability

#LI-Onsite

Trade Union (If applicable)

At Desjardins, we believe in equity, diversity and inclusion. We're committed to welcoming, respecting and valuing people for who they are as individuals, learning from their differences, embracing their uniqueness, and providing a positive workplace for all. At Desjardins, we have zero tolerance for discrimination of any kind. We believe our teams should reflect the diversity of the members, clients and communities we serve.

If there's something we can do to help make the recruitment process or the job you're applying for more accessible, let us know. We can provide accommodations at any stage in the recruitment process. Just ask!

Job Family

Member/client sales and service (FG)

Unposting Date

2025-11-7