Job Title: Customer Service Representative (Contract)
Job Location: Calgary, AB
Schedule: Full-time contract position
Our client is seeking a customer-focused Customer Service Representative to support customers with account inquiries, online banking assistance, and basic financial transactions in a fast-paced contact center environment.
What's the Job?
- Handle a high volume of inbound customer calls in a professional and courteous manner.
- Locate customer accounts using caller information within banking and CRM systems.
- Authenticate customer identity and recognize potential fraud or impersonation attempts.
- Respond to account inquiries, including:
- Account types
- Account balances
- Changes resulting from account conversions
- Appointment booking
- Process basic account transactions, including:
- Fund transfers
- Bill payments
- Assist customers with online banking access by:
- Resetting credentials
- Unlocking accounts
- Guide customers through online banking features, including:
- Fund transfers
- Bill payments
- Interac e-Transfers
- Utilize AI tools, online documentation, and support resources to provide accurate information and resolve customer issues.
- Escalate complex customer concerns when appropriate.
- Complete outbound cold calls using approved scripts.
- Maintain accurate records and complete after-call work efficiently.
What's Needed?
- Previous customer service or call center experience is an asset.
- Comfortable navigating Windows operating systems.
- Proficiency with Microsoft Outlook, Teams, and Excel.
- Strong keyboarding speed and accuracy.
- Basic math and problem-solving skills.
- Ability to learn and navigate multiple computer systems simultaneously.
- Excellent verbal communication and active listening skills.
- Strong attention to detail and accuracy.
- Ability to manage difficult conversations with professionalism and empathy.
- Reliable attendance and punctuality.
- Receptive to coaching and constructive feedback.
- Availability to work rotating shifts scheduled between 6:00 AM and 10:00 PM, seven days per week, including weekends and statutory holidays.
- Must have:
- A personal desktop computer or laptop
- Reliable high-speed internet connection
- A quiet, professional home workspace
- The ability to work independently in a remote environment
What This Role Offers.
- 100% remote work opportunity.
- Paid training provided.
- Opportunity to gain valuable experience in customer service and financial services.
- Supportive and collaborative team environment.
- Ongoing coaching, learning, and professional development.
- Exposure to modern customer service technologies and banking systems.
- Opportunity to develop strong communication, technical, and problem-solving skills.
If this is a role that interests you, click apply now. We look forward to speaking with you!
Work Location: In person
