Job Title

Join a ChallengerBeing a traditional bank just isnt our thing. We are big believers in innovating the banking experience because we believe Canadians deserve better options, and we challenge ourselves and our teams to creatively transform whats possible in banking. Our team is made up of inquisitive and agile minds that find smarter ways of doing things. If youre not afraid of taking on big challenges and redefining the future, you belong with us. Youll get to work with people who will encourage you to reach new heights. We like to keep things fun, ask questions and learn together.We are a big (and growing!) family. Overall we serve more than 670,000 people across Canada through Equitable Bank, Canada's Challenger Bank, and have been around for more than 50 years. Equitable Bank's wholly-owned subsidiary, Concentra Bank, supports credit unions across Canada that serve more than six million members. Together we have over $125 billion in combined assets under management and administration, with a clear mandate to drive change in Canadian banking to enrich people's lives. Our customers have named our EQ Bank digital platform (eqbank.ca) one of the top banks in Canada on the Forbes World's Best Banks list since 2021.Reporting to the Senior Manager, Operations, the Operations Officer is responsible for a variety of functions within the Digital Banking group that include client onboarding, problem resolution, customer communication, processing of transactions, and data input. The Officer is responsible for performing the role with a high degree of accuracy and with a superb level of customer service and professionalism.The Work !20% Customer ServicePromptly responding to client inquiries received from the Contact Centre, Fraud Group or directly from clientsEnsure customer satisfaction; must be well versed in product knowledge and features as well as policies and proceduresResolving any issues that may arise and escalating as needed. 30% Client Onboarding Review and InputFacilitate the regulatory onboarding of customers in an efficient, compliant, and client-centric mannerEnsure all required record keeping documentation has all been received in good orderConfirm receipt of initial deposit and resolving discrepancies or recommending exceptions where and when appropriate50% ProcessingCheque deposits. Incoming EFTs. Returned itemsTransfer-In and Transfer-Out requests for Registered Retirement Savings Plan (RRSP) & Tax-free savings account (TFSA)Let's Talk About You !Minimum of 2 years proven financial services operations experience. Exhibit sufficient judgment to detect, solve, or escalate problems efficiently and effectively. High level of accuracy in daily tasks, the ability to prioritize and multitask. Strong computer skills; ability to work independently on assigned tasksExcellent oral/written communication, relationship management, and time management skills are a must. Must be able to operate effectively within a fast-paced environment with tight time frames which are closely scrutinized by Senior/Executive Management. Strong Customer Service orientation. Able to perform well in a high volume, high intensity environmentProduct knowledge of Deposit & Registered products would be an asset. Proficient computer skills including MS OfficeMay be required to be on call, and to work occasional weekend/holiday/evening hours. Schedules will be in shifts to service clients from 8AM 8PM EST. What we offer (For full-time permanent roles) Competitive discretionary bonus Market leading RRSP match program