Operations Officer, Digital Banking (contract)
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Key skills for this role
About the Role
EQ Bank is seeking an Operations Officer for Digital Banking to handle client onboarding, problem resolution, transaction processing, and customer service. The role requires 2+ years of financial services operations experience and strong accuracy and communication skills.
Key Skills for This Role
Responsibilities
- Promptly respond to client inquiries from Contact Centre, Fraud Group or directly from clients
- Facilitate regulatory onboarding of customers in an efficient, compliant, and client centric manner
- Ensure all required record keeping documentation has been received in good order
- Confirm receipt of initial deposit and resolve discrepancies or recommend exceptions
- Input deposit details accurately into the banking system
- Review and process cheque deposits, incoming EFTs, returned items, and transfer requests for RRSP and TFSA
Requirements
- Minimum of 2 years' proven financial services operations experience
- High level of accuracy in daily tasks, ability to prioritize and multitask
- Strong computer skills; ability to work independently on assigned tasks
- Excellent oral/written communication, relationship management, and time management skills
- Strong Customer Service orientation
- Product knowledge of Deposit & Registered products would be an asset
Full Job Posting
The Work
- Reporting to the Senior Manager, Operations, the Operations Officer is responsible for a variety of functions within the Digital Banking group that include client onboarding, problem resolution, customer communication, processing of transactions, and data input.
- The Officer is responsible for performing the role with a high degree of accuracy and with a superb level of customer service and professionalism.
Core Responsibilities
- 20% Customer Service: Perform a high level of Customer Service by promptly responding to client inquiries, ensuring customer satisfaction, resolving issues, and escalating as needed.
- 30% Client Onboarding Review and Input: Facilitate regulatory onboarding of customers; ensure all documentation received in good order; confirm initial deposit; input deposit details accurately.
- 50% Processing: Review and process cheque deposits, incoming EFTs, returned items, and transfer requests for RRSP and TFSA.
Let's Talk About You
- Minimum of 2 years' proven financial services operations experience.
- Exhibit sufficient judgment to detect, solve, or escalate problems efficiently and effectively.
- High level of accuracy in daily tasks, ability to prioritize and multitask.
- Strong computer skills; ability to work independently on assigned tasks.
- Excellent oral/written communication, relationship management, and time management skills.
- Strong Customer Service orientation.
- Able to perform well in a high volume, high intensity environment.
- Product knowledge of Deposit & Registered products would be an asset.
- Proficient computer skills including MS Office.
- May be required to be on call, and to work occasional weekend/holiday/evening hours.
- Schedules will be in shifts to service clients from 8AM – 8PM EST.
Working Conditions
- Hybrid work is expected with 1 5 days in person depending on the level and seniority of the role.
- The incumbent will be working hybrid and in office time will be spent working from EQ Bank’s additional office space located at 2200 25 Ontario Street, Toronto, ON.
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