Finastra Bilingual, Inbound Customer Service in Montreal, Canada

WHY DO WE LOVE COMING TO WORK EVERY DAY?

With over 10,000 superstars across 48 different countries globally, it is hard not to be inspired every single day. At Finastra we celebrate in global knowledge sharing, diversity and an opportunity to make a difference for each other and for our customers .

We are on a journey. After bringing two global Fintech leaders together in June 2017, Finastra has truly recognized the opportunity and power we have, by combining our expertise, successes and passion together. Whether it is in a collaboration hub or innovating with colleagues across our global landscape, we are one team creating a network of talent and creativity in a stimulating environment, to do what we can to make a difference for our customers .

Our people are leaders in their role and are always looking for new ways to help our customers grow, compete and optimize their business. From a graduate Software Engineer to an experienced Sales Executive – we are looking for personal leadership and people with the appetite to understand the markets and customers we serve. We drive innovation that challenges the status quo and feel proud of the positive differences that we make every day. We recognize talent and provide a work environment where leaders can drive results , develop and grow their careers.

Success is what you do, success is what we achieve, together.

The future of Finance is open – combine your talents with Finastra opportunities to create an exciting career with us.

For more information, visit Finastra.com

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English description to follow:

Relevant directement du Gestionnaire Associé du centre d'appels. Le Conseiller est responsable de la gestion des appels entrants des clients existants et potentiels pour les commandes de chèques. Ayant une expérience client de qualité supérieure, le rôle principal de ce poste est de dépasser les attentes des appelants par la capacité d'atteindre et de dépasser les objectifs et les buts établis.

  • Poste à temps complet, avantages sociaux, vacances et primes avec formation payée.

  • Flexibilité pour effectuer les quarts de travail prévus entre 8h et 20h, du lundi au vendredi, au bureau du centre-ville de Montréal (Métro sur place)

Responsabilités principales :

  • Fournir un soutien aux clients et aux partenaires financiers.

  • Fournir des solutions personnalisées pour les appels de ventes ou de service autant pour les clients que pour les institutions financières.

  • Se maintenir à jour sur la connaissance des modifications de produits et de processus au sein du centre d'appels ou des secteurs d’activités que nous desservons.

  • Atteindre les objectifs de productivité, atteindre les objectifs de service entrant, exécuter les commandes correctement pour éliminer ou réduire les commandes gratuites.

  • Support de premier niveau pour les escalations des clients; gérer les priorités et les attentes des clients et fournir un service à la clientèle exceptionnel.

  • Faire preuve de discrétion et maintenir la confidentialité dans le traitement des informations sensibles.

  • Comprendre l’importance d’escalation des problèmes pour la résolution en suivant le processus d’escalade établi.

Conditions :

  • 1 an d’expérience dans un centre d’appels (atout).

  • Capacité à fournir un service de qualité en évaluant avec précision et en répondant aux besoins du client, en faisant preuve de discernement lors de la recommandation d’options / solution appropriées.

  • Identifier et résoudre les plaintes pour parvenir à une solution satisfaisante tout en suivant le protocole de l'escalade, le cas échéant.

Compétences et connaissances :

  • Excellente maîtrise de l'anglais et du français, tant à l'oral qu'à l'écrit,

  • Démontrer une bonne aptitude d'analyse et à résoudre les problèmes,

  • Excellentes compétences en communication,

  • Excellente aptitude à travailler dans des contraintes de temps,

  • Attitude positive et capacité à travailler en équipe,

  • Compétence et attitude professionnelle au téléphone ainsi que l’habileté à documenter les dossiers.

  • Excellente habileté avec les systèmes informatiques

Job Summary (English)

Reporting directly to the Associate Managers in the Call Centre. This role is responsible for handling inbound calls from existing and potential customers in regards to cheque orders. The primary role of this position is to exceed caller expectations with superior customer experience and demonstrate the ability to meet and exceed established targets and goals in a busy call centre environment.

  • Full Time position, benefits, vacation and bonus structure with paid training

  • Flexibility to work scheduled shifts between operation hours of 8:00 am – 8:00 pm Monday – Friday at the Downtown Montreal Office. (Metro onsite)

  • Shift bids are conducted on a quarterly basis.

Additionally:

  • Providing support to two main channels which include customers and financial partners.

  • Provide customized solutions for sales or service calls for end user or financial institution customers or callers.

  • Maintain knowledge of products and process changes within the call centre or for the lines of business we service.

  • Achieve productivity targets as assigned, meet inbound service targets, fulfill orders correctly to eliminate or lessen no charge orders.

  • First level of support for customer escalations; managing customer priorities and expectations, providing exceptional customer service.

  • Use discretion and maintain confidentiality in handling sensitive information.

  • Understand the importance of escalating issues for resolution following established escalation processes.

Skills, Knowledge and Experience

  • Excellent command of English and French, both verbal and written.

  • Demonstrated analytical and problem solving skills.

  • Excellent communication skills.

  • Demonstrated ability to work within time constraints.

  • Positive attitude and demonstrated ability to get along with others.

  • Professional telephone manner and literacy required.

  • 1 year experience in a call centre environment (asset).

  • Ability to achieve quality service by accurately assessing and responding to customer needs, using sound judgment when recommending appropriate options/solutions.

  • Identifying and resolving complaints, influencing to achieve a mutually satisfactory solution and following escalation protocol, as appropriate.

#LI-CC1

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The above statements describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. If you need assistance or an accommodation due to disability please contact us at 800-274-7280.

The Future is Collaborative . The Future is Open. The Future is Now.

Finastra unlocks the potential of people and businesses in finance, creating a platform for open innovation. Formed in 2017 by the combination of Misys and D+H, we provide the broadest portfolio of financial services software in the world today—spanning retail banking, transaction banking, lending, and treasury and capital markets. Our solutions enable customers to deploy mission critical technology on premises or in the cloud. Our scale and geographical reach means that we can serve customers effectively, regardless of their size or geographic location—from global financial institutions, to community banks and credit unions. Through our open, secure and reliable solutions, customers are empowered to accelerate growth, optimize cost, mitigate risk and continually evolve to meet the changing needs of their customers. 48 of the world’s top 50 banks use Finastra technology.

Finastra is an Equal Opportunity Employer in the United States. Qualified applicants will be considered for employment without regard to race, color, religion, sex, national origin, age, handicap or disability (physical or mental), Vietnam-era or disabled veteran status, and other factors protected by state and local laws. For more information please read Finastra's EEO Policy Statement at http://www.dh.com/sites/default/files/eeo-policy-statement.pdf .

Submitting applications for posted positions authorizes Finastra to retain personal data in accordance with applicable laws. For more information about data processing and your rights, please read Finastra's applicable Privacy Policies: for candidates within the European Economic Area (EEA & Swizerland), please refer to the EEA & Switzerland Job Applicants Privacy Notice at https://www.finastra.com/sites/default/files/2018-06/eea-switzerland-job-applicants-privacy-notice.pdf ; for others, please refer to Finastra Privacy Policy at https://www.finastra.com/privacy-policy . If you have any questions, please contact the Privacy Department at: privacy@finastra.com , or your recruitment primary contact.