Call Centre Agent Job In Halifax

Our client is a top financial institution with significant North American holdings.  They have operations across most major verticals, including institutional & corporate, wealth management, private client, commercial banking, treasury, and retail banking.

Title: Call Centre Agent
Contract Duration: 6 months
Start Date: ASAP
Pay Range: $18-$21/hour
Location: Halifax, Nova Scotia (Hybrid)

Job Responsibilities

• Deliver exceptional customer service by managing approximately 30-40 inbound calls daily.
• Process account transactions, including changes, withdrawals, loans, and investment updates.
• Provide information and guidance on retirement accounts, including plan-specific provisions.
• Assist customers with completing necessary forms and explain reasons for rejections when applicable.
• Stay informed on company policies, procedures, and processes.
• Meet performance metrics related to customer feedback, first contact resolution, productivity, accuracy, and reliability.
• Recommend solutions to customer issues and handle exceptions within company guidelines.

What Motivates You?

• You are passionate about delivering a great customer experience and focus on their needs.
• You are curious and proactive in finding new ways to improve business outcomes with an agile approach.
• You enjoy working collaboratively and getting tasks completed as part of a team.
• You take ownership of your work and strive to deliver solutions that matter.
• You believe in integrity, doing the right thing, and speaking up when necessary.
• You value diversity, inclusion, and contributing to a work environment where everyone feels like they belong.

What We Are Looking For

• At least 2 years of customer service experience is preferred.
• Strong verbal and written communication skills are required; bilingualism in English and Spanish is an asset.
• Confidence in handling diverse personalities and managing unclear or unfamiliar expectations from customers.
• Experience assisting customers with website/app navigation, registration, and account resets.
• Ability to manage time effectively in a fast-paced, high-volume environment, handling multiple cases simultaneously.
• Strong organizational, multitasking, and prioritization skills with a keen attention to detail.
• Self-motivated, with the ability to work independently or with minimal supervision within a team environment.
• Knowledge of business policies, procedures, and concepts.
• Post-secondary education with relevant certifications or equivalent work experience is preferred.
• Familiarity with 401(k), pension plans, or equivalent Canadian plans is an asset.

Inclusion and Equal Opportunity Employment

Our client is committed to diversity, inclusion, and equal opportunity for all. We foster an inclusive environment where all team members and clients feel like they belong. We encourage all qualified applicants, regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, or Aboriginal/Native American status, to apply. Accommodations during the application process are available upon request to ensure an accessible candidate experience.

We thank all applicants for their interest; however, only those selected for further consideration will be contacted.