Eqbank20d ago

Operations Officer, Digital Banking (6 Months Contract)

Toronto · TorontoCON-Shortmid

OtherOperations Officer

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Quick Summary

Overview

Join a Challenger Being a traditional bank just isn’t our thing, so we challenge ourselves to get creative in providing innovative banking solutions for Canadians.

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OtherOperations Officer

Join a Challenger

Being a traditional bank just isn’t our thing, so we challenge ourselves to get creative in providing innovative banking solutions for Canadians.

How do we get there? With a talented team of inquisitive and agile challengers that break through the status quo. So, if you’re passionate about redefining the future of banking—while having fun—this could be your next big opportunity.

Our company continues to grow, and today we serve more than 800,000 customers across Canada through Equitable Bank, Canada's Challenger Bank™, and have been around for more than 50 years. Equitable Bank's wholly-owned subsidiary, Concentra Bank, supports credit unions across Canada that serve more than six million members. Together we have over $142 billion in combined assets under management and administration, with a clear mandate to drive change in Canadian banking to enrich people's lives. Our customers have named our EQ Bank digital platform (eqbank.ca) one of the top banks in Canada on the Forbes World's Best Banks list since 2021.

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.

Customer Service

Perform a high level of Customer Service by:

Promptly responding to client inquiries received from the Contact Centre, Fraud Group or directly from clients

Ensure customer satisfaction; must be well versed in product knowledge and features as well as policies and procedures

Resolving any issues that may arise and escalating as needed

Client Onboarding

Review and Input: Facilitate the regulatory onboarding of customers in an efficient, compliant, and client-centric manner. Rapidly triage and escalate complex issues to management for resolution. For each application being processed:

Ensure all required record keeping documentation has all been received in good order

Confirm receipt of initial deposit and resolving discrepancies or recommending exceptions where and when appropriate

Input the deposit details accurately into the banking system.

Processing

On a daily or periodic basis, Officers must review & process:

Cheque deposits

Incoming EFTs

Returned items

Transfer-In and Transfer-Out requests for Registered Retirement Savings Plan (RRSP) & Tax-free savings account (TFSA)

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, the 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 are a must

Must be able to operate effectively within a fast-paced environment with tight time frames which are closely scrutinized by Senior/Executive Management

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