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Customer Service Representative, Financing

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

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Customer Service Representative, Financing

Job ID 42612208384 Date posted 01/05/2023

Primary Locations: Montreal, Quebec

Attendance: On-site

Employee Status: Regular

Schedule: Full-time

As a Customer Service Representative for financing, you’ll use your customer service skills to respond to the changing needs of our clients. The Customer Service Centre exists to assist our clients and make a positive impact in their daily lives. Our offices are located in downtown Montreal.

Your role

  • Take calls from clients.
  • Be attuned to their needs and resolve issues.
  • Answer questions about their financing product.
  • Offer customized solutions to their requests.
  • Help clients use our banking applications.
  • Provide advice and offer solutions in relation to their personal loan, student loan, line of credit, All-In-One, mortgage, etc.
  • Refer clients to your colleagues for specialized needs.

The centre is open Monday to Friday from 8:00 a.m. to 9:00 p.m. and weekends from 9:00 a.m. to 5:00 p.m. The full-time position is 37.5 hours per week.

You will begin with virtual on-the-job training. This will give you the opportunity to get to know your team and the financing section of the Sales and Service, Remote Channels team. The training program is centred around on-the-job learning. You will be supported by your manager who will help you learn about your role, our products, and our technologies.

Your career development

Many options will be available; you could advance in the same role, get promoted, develop within the sector, and more. We offer many career opportunities and encourage internal mobility.

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.

We stand out by investing in our employees throughout their careers—as demonstrated when we were awarded silver in the "Most Innovative use of HR Technology" category at the 2020 Canadian HR Awards for our use of Axonify, a personalized learning solution that can be used every day. 

Competencies required

  • High school diploma
  • Experience in customer service
  • Knowledge of financing products, an asset
  • Be proactive to build strong client relationships
  • Ability to effectively communicate in French and English, essential

Preferred competencies

  • Desire to learn and grow in a stimulating and constantly changing workplace
  • Diligent in managing your files
  • Team spirit and the ability to adapt to frequent changes

Your benefits:

In addition to competitive compensation, upon hiring you’ll be eligible for a wide range of flexible benefits to help promote your wellbeing and that of your family.

  • Health and wellness program, including many options
  • Flexible group insurance
  • Generous pension plan
  • Employee Share Ownership Plan
  • Employee and Family Assistance Program
  • Preferential banking services
  • Initiatives promoting community involvement
  • Telemedicine service
  • Virtual sleep clinic

These are a few of the benefits available to you. We have an offer that keeps up with trends as well as your needs and those of your family. 

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.

We're putting 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 peoples' 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 is accessible to all employees. 

We want our recruitment process to be fully accessible. If you require accommodations, feel free to let us know during your first conversations with us.

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

 Ready to live your ambitions?
***While only one level is posted, the manager has the latitude to position the selected candidate at a lower level, depending on their profile***

JobField: Advisory Services, Call Centres

Unposting Date: 2023-01-27

Job Number: ADV002A2

Posting Date: 2023-01-05

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