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Retention and Customer Service Advisor

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)

Retention and Customer Service Advisor

Job ID 46053165136 Date posted 03/16/2023

Primary Locations: Montreal, Quebec

Attendance: On-site

Employee Status: Regular

Schedule: Full-time

A career in Insurance customer service at National Bank means having the opportunity to grow and advance in an inclusive and stimulating environment. Come join one of our teams of full-time call centre agents.

Your benefits

  • Compensation starting at $25.34/hour
  • Salary increase from the 2nd training block
  • Repayment of your studies
  • Flexible group insurance
  • Health and wellness program
  • Annual bonus program
  • Preferential banking services and discounts at several of our partners
  • Telemedicine

Multiple other benefits are offered to you including a pension plan, an employee share ownership plan, an employee and family assistance program, and a sleep clinic.

Your role

  • Take calls from clients
  • Identify clients’ needs and offer them suitable insurance solutions to protect their assets
  • Build client loyalty by recommending products suited to their needs
  • Be attuned to client's needs and resolve issues
  • Contribute to the team's objectives   
  • Refer clients with specialized needs to your colleagues 

Your work schedule

Our Client Contact Centre is open Monday to Friday from 8:30 a.m. to 8:00 p.m., and you'll work a full-time schedule of 37.5 hours per week. You'll be informed of your work schedule 3 weeks in advance.

Your training and career development

You'll begin with on-the-job training. It will allow you to experience the call centre environment and get to know your teammates. This training program is based on learning in action on the phone lines. During this time, you will learn about your role, our products, and our technologies.

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.

Your team

Our team values passionate people and bold ideas. We work together to make sure our clients reach their goals, and our colleagues do what they love. We rely on our colleagues to share knowledge and help one another.

Required skills

  • College diploma or equivalent
  • Experience in an advisory and/or negotiation role
  • Experience with client retention and loyalty
  • Some positions require you to be bilingual (English and French) since the sector serves an Anglophone and Francophone clientele

Preferred skills

  • Ability to work with objectives
  • Interest in insurance
  • Disciplined approach with your files 
  • Team spirit and ability to adapt to change 

We put 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 accommodations, 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?


JobField: Advisory Services, Call Centres

Unposting Date: 2023-04-15

Job Number: ADV002EZ

Posting Date: 2023-03-22

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