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Senior Customer Service Representative - Assistant to CSM

Job ID 10500367 Date posted 01/10/2019

Primary Locations: Vaudreuil-Dorion, Quebec

Employee Status: Regular

Schedule: Full-time


This position reports to the Manager - Customer Service.

Main challenges :
  • Create an atmosphere of trust in order to establish a personalized relationship by telephone with our customers and offer excellent service
  • Promote the products offered by the Bank, guide customers through the wide variety of our financial products and services and propose new products that meet their needs
  • Carry out different types of research and analyses in order to provide accurate answers to customers' many questions, with a view to offering consistently outstanding customer service
  • Refer customers to the appropriate experts for more information depending on the needs expressed
  • The candidate needs to be able to identify all risks inherent to the Personal and Commercial Banking sector’s activities

Specifically, you will:
  • Coach the customer service representatives
  • Supervise the operations during the absence of the Manager, customer service
  • Independently negotiate, within previously defined limits, agreements with customers and other sectors in order to solve problems related to customer satisfaction
  • Optimize communications and relationships between Customer Service Advisory Services Support and various other departments and parties involved
  • Ensure that certain files are followed up and carry out various operational activities of a complex and varied nature
  • Act as a resource person while supporting business development by carrying out fairly basic administrative tasks and analyses


  • High school diploma and three years of relevant experience or College diploma and one year of relevant experience
  • Sales and customer service experience
  • Experience in coaching, an asset
  • Knowledge of banking products and services
  • Bilingualism (spoken and written) - English and French

We strive to be an inclusive organization where all employees are valued. National Bank stands out for its many initiatives to promote inclusion, making it a Canada-wide leader in diversity. 

Particular Condition:Please note that the work schedule may vary according to operational needs. The candidate must work 1 Saturday out of 2 with the possibility of a fixed schedule from Tuesday to Saturday. He must also do 1 evening a week.

JobField: Advisory Services, Personal Banking

Unposting Date: 2019-01-24

Job Number: CUS00HVW

Posting Date: 2019-01-10

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