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Customer Service Agent Collection

Your contribution

Working in a National Bank call centre means working at the heart of a banking transformation that helps clients obtain the service they want when they want it and through their choice of channel. You act as a dedicated guide for thousands of clients in order to find unique solutions for each of them. Every interaction gives you the opportunity to create an authentic client experience and make your mark through your personalized approach. You are the face of National Bank!

  • Profile: Interest in the financial industry
  • Experience: 2 years of relevant experience in financial services
  • Language: Bilingual (English and French)
  • Background: You have at least a high school diploma, a Cégep diploma (Quebec) or a Bachelor's degree, depending on the position you're applying for
  • Work environment Stimulating workspace promoting team synergy and professional development

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What does it take for a Call Centre employee to stand out on our team? Here are a few of the main characteristics: (1 Beginner – 10 Expert)

  • Communication skills 10
  • Listening skills 10
  • Customer service skills 10
  • Versatility 9
  • Team and community spirit 8
  • Autonomy 8
  • Sense of emergency 8
  • Analytical skills 7
Traits are on a scale of 0 to 10

5 key characteristics

  • Passionate about clients
  • Empathetic
  • Enthusiastic
  • Flexible
  • Collaborator

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At Customer Experience Centre, we work in a warm, friendly atmosphere where the team acts in the interests of other colleagues and have many different career opportunities. Who could ask for anything more?

– Steve, Customer Service Agent


  • Job stability

  • Competitive employee benefits

  • Numerous career opportunities

  • Culture of mutual support

  • Dynamic and stimulating environment

Back to Job Navigation (Advantages)

Customer Service Agent Collection

Job ID 49085288096 Date posted 05/19/2023

Primary Locations: Montreal, Quebec

Attendance: Hybrid

Employee Status: Regular

Schedule: Full-time

A career as a Customer Service Agent on our Collection team means providing credit management advice and proposing innovative solutions to clients who have missed payments on one or more products.

Your role

  • Contact clients to establish a trust-based relationship and implement the best solution for them
  • Be attuned to client's needs and resolve issues
  • Analyze and understand large amounts of information in order to properly assess a client's financial situation
  • Advise and offer solutions adapted to your client's needs in order to make them aware of their financial situation and highlight the benefits for them

The call centre is open Monday to Friday from 8:00 a.m. to 8:00 p.m and Saturday from 8:30 to 4:30 p.m.

You will work full time job 37.5 hours/week.

Our call center receives clients from across Canada.

You will begin with on-the-job training. It will allow you to experience the call centre environment and get to know your teammates. During this period, you'll learn about with your role, our products and technologies, and understand the ever-changing challenges of collection. 

Required skills

  • Holder of a high school diploma
  • Experience in customer service, consulting
  • Know how to build relationships proactively and have a strong ability to build strong relationships with clients
  • Our positions require you to be bilingual English and French since the sector serves an Anglophone and Francophone clientele.

Privileged skills

  • Have the desire to develop in a stimulating and constantly changing work environment
  • Rigorous in your files
  • Ability to adapt to regular changes and have a team spirit

Your benefits

As soon as you are hired, we offer you several advantages so that you can grow.  In addition to a competitive salary starting at $23.50/hr, we offer several flexible and advantageous benefits for you and your family:

  • Reimbursement of your education
  • Weekend bonuses may apply
  • Health and wellness program with many benefits
  • Flexible group insurance
  • Pension plan
  • Stock purchase plan
  • Employee and family assistance program
  • Preferred banking services
  • Community Involvement Program
  • Telemedicine
  • Virtual Sleep Improvement Clinic

***Possibility of working remotely or hybrid after the training 

These are just some of the many benefits we offer.  We’ve introduced a number of additional measures to ensure your health, safety and wellbeing during the pandemic. 

Our dynamic work environments and cutting-edge collaboration tools foster a positive employee experience.  We actively listen to employees’ ideas.  Whether through our surveys or programs, regular feedback and ongoing communication is encouraged.

People first

We're a bank on a human scale that stands out for its courage, entrepreneurial culture, and passion for people.  Our mission is to have a positive impact on people’s lives.

Our core values of partnership, agility, and empowerment inspire us, and inclusivity is central to our commitments.  We offer a barrier-free workplace that's accessible to all employees. 

We want our recruitment process to be fully accessible.  If you require accommodation, feel free to let us know during our initial conversations.

We welcome all candidates! What can you bring to our team?

Are you ready to live your ambitions?



Particular Condition:Thank you for your interest in this position. You will be contacted only if your application is selected.

JobField: Advisory Services, Call Centres

Unposting Date: 2023-06-23

Job Number: ADV002H1

Posting Date: 2023-05-19

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