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Mastercard Representative, New Accounts, SSRC

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 will act as a dedicated guide for thousands of clients in order to find unique solutions for each of them. Every interaction will therefore give you the opportunity to create an authentic client experience and make your mark through your personalized approach. You will be 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 Sales and Service - Remote Channels, 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 Gagné, Call Center Agent


  • Job stability

  • Competitive employee benefits

  • Numerous career opportunities

  • Culture of mutual support

  • Dynamic and stimulating environment

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Mastercard Representative, New Accounts, SSRC

Job ID 14372250256 Date posted 09/14/2021

Primary Locations: Montreal, Quebec

Employee Status: Regular

Schedule: Full-time

Description interne

Mastercard Representative, New Accounts, SSRC

A career as a Mastercard Representative, New Accounts, Sales and Service, Remote Channels, means using your customer service skills to answer our clients' questions related to their Mastercard credit card application status. The Customer Service Centre exists to assist our clients and have 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 related to clients' Mastercard credit card application status
  • Offer customized solutions to their requests
  • Help clients use our banking applications
  • Provide advice and recommend transaction solutions
  • Refer clients to your colleagues for specialized needs

The centre is open Monday to Friday from 8:00 am to 8:00 p.m. The full-time position is 37.5 hours per week.

You will begin with virtual on-the-job training. It will give you a chance to experience the environment of the financing section of Sales and Service, Remote Channels and get to know your teammates. The training program focuses on learning in action. 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.

Competencies required

  • High school diploma
  • Experience in customer service
  • Knowledge of the Mastercard credit card
  • Aptitude for building strong relationships and proactively establishing ties with clients
  • 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

Our dynamic work environments and cutting-edge collaboration tools foster a pleasant 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! The proof: We won the Achievers Award (Silver) at the Canadian HR Awards 2020 "Most Innovative Use of HR Technology" for our use of the personalized daily learning solution, Axonify! 

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.  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?

Internal: The compensation associated with this position is available on the My HR portal. Look up “salary scales” in the search field on the portal. Although only one level is posted, the manager has the flexibility to position the successful candidate in a lower level according to their profile.

Competencies required

  • High school diploma
  • Experience in customer service
  • Knowledge of the Mastercard credit card
  • Aptitude for building strong relationships and proactively establishing ties with clients
  • Ability to effectively communicate in French and English, essential

JobField: Advisory Services, Call Centres

Unposting Date: 2021-09-20

Job Number: ADV001GO

Posting Date: 2021-09-13

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