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Your Contribution

The customer service team at National Bank’s Mastercard and TelNat call centre help thousands of clients by responding to their banking-related questions and finding solutions thanks to personalized service and active listening, and a people-first approach. Whether by phone, email or live chat, the goal is to create an authentic experience that fosters lasting relationships. Ready to make a positive impact in people’s lives?

  • Profile: You truly care about clients and want to offer them an exceptional and unified experience
  • Experience: You want to generate positive emotions for our clients and provide superior service and advice
  • Language: Bilingual (English and French)
  • Background: You have at least a high school diploma
  • Work environment New and stimulating workspace conducive to team synergy

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Your Profile

  • Customer service skills 10
  • Communication skills 10
  • Listening skills 10
  • Versatility 9
  • Team and community spirit 8
  • Autonomy 8
  • Sense of urgency 8
  • Analytical skills 7

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Call center office group smiling and waving
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The Customer Experience Centre truly reflects our diversity. It’s very fulfilling to work with colleagues from all sorts of backgrounds. We share our different visions every day, which helps us take our ideas further.

– Gregory, Senior Advisor, Customer Experience Centre


  • Competitive compensation and benefits

  • Flexible work schedule

  • Education expenses reimbursed

  • Career opportunities

  • Collaborative work environment

  • Close to public transport

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Customer service agent

Job ID 42822897712 Date posted 01/09/2023

Primary Locations: Sherbrooke, Quebec

Attendance: On-site

Employee Status: Regular

Schedule: Full-time

A career in 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 and get a number of benefits. 

  • Compensation starting at $21/hour 
  • Two pay raises during the first year to bring your salary up to $23/hour  
  • Evening and weekend premiums may apply 
  • Annual bonus program 
  • Three weeks of vacation, available as of your first day 
  • Repayment of your studies 
  • Preferential banking services and discounts at several of our partners 

These benefits are just a few of the many benefits available to you: pension plan, stock purchase plan, employee and family assistance program and virtual sleep clinic.

Your work  

  • Answer calls from clients and be attuned to their needs 
  • Offer customized solutions to their requests 
  • Help clients use our banking applications 
  • Advise and offer transaction or credit solutions  
  • Refer clients to your colleagues for specialized needs 
  • Support colleagues and share knowledge with them 

Your work schedule 

The call centre is open Monday to Friday from 7:00 a.m. to 10:00 p.m. and Saturdays and Sundays from 8:00 a.m. to 8:00 p.m. Several work schedules are possible and will vary depending on the availability of team members. Our call center receives clients from across Canada.

Your training and career development 

You’ll start with a 7-week online training program. The training program is centred around on-the-job learning on the phone and is supported by a remote trainer-coach. 

We encourage our employees' development and offer numerous career opportunities including a career development plan with our internal career counsellors, ongoing coaching and the possibility of paid external training such as French courses.  

Your team 

Our core values of partnership, agility, and empowerment inspire us, and inclusivity is central to our commitments. Continuous sharing of knowledge among colleagues is an integral part of our practices.  

Required skills 

  • High school diploma 
  • Customer service experience 
  • Strong spoken and written French  

Preferred competencies

  • Desire to learn and grow in a stimulating and constantly changing workplace
  • Attention to detail with your files
  • Ability to adapt to frequent changes and team spirit
  • Ability to effectively communicate in French and English (Some positions will require  French / English bilingualism, because the sector serves a French-speaking and English-speaking clientele)

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 is encouraged.

Your career development

Many options will be available to you. For example, you could advance in the same role, get promoted or move to another department. We offer many career opportunities and encourage internal mobility.

Your benefits

Upon hiring, you will be eligible for a wide range of benefits.  In addition to competitive compensation, which starts at $21/hour, we offer attractive benefits for you and your family:

  • Two pay increases in the first year
  • Evening and weekend premiums may apply
  • Repayment of your studies
  • Health and wellness program, including many benefits
  • Flexible group insurance
  • Generous Pension plan
  • Employee Share Ownership Plan
  • Employee and family assistance program
  • Exclusive banking services
  • Volunteer program
  • Telemedicine and virtual sleep clinic

These are just a few of the many benefits we offer.  

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. 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?  



JobField: Advisory Services, Call Centres

Unposting Date: 2023-01-31

Job Number: ADV0028Z

Posting Date: 2023-01-09

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