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Customer Service Agent Perception

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

Back to Job Navigation (Overview)

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 Perception

Job ID 18269048000 Date posted 11/16/2021

Primary Locations: Montreal, Quebec

Employee Status: Regular

Schedule: Full-time

We have several full-time opportunities on our Collection call centre team in Montreal. 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 clientsto 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 9:00 p.m. You will work full time (37.5 hours per week). We are looking to fill the following shifts:

  • Monday to Friday 11:30 a.m. to 8:00 p.m.
  • Monday to Friday, 12:30 p.m. to 9:00 p.m.

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. 

  • Competencies required

  • High school diploma
  • Customer service and advisory experience
  • Aptitude for building strong relationships and proactively establishing ties with clients
  • Ability to effectively communicate in French and English
  • Evening bonuses may apply

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?

IMPORTANT: Recruitment Process

Thank you for your interest in this position. You'll only be contacted if your application is selected.

Your benefits

Upon hiring, you'll be eligible for a wide range of benefits.  In addition to competitive compensation which starts at $23.50/hour, we offer attractive benefits for you and your family:

Two pay increases in the first yearRepayment of your studiesHealth and wellness program, including many benefitsFlexible group insuranceDefined benefit pension planEmployee Share Ownership PlanEmployee and Family Assistance ProgramPreferential banking servicesCommunity involvement program Telemedicine Virtual sleep clinic

Preferred competencies

Desire to learn and grow in a stimulating workplace that’s constantly evolvingDiligent in managing your filesTeam spirit and the ability to adapt to frequent changes

JobField: Advisory Services, Call Centres

Unposting Date: 2021-12-10

Job Number: ADV001MW

Posting Date: 2021-11-25

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