Banking Customer Support Representative

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Working with one of our top financial clients, this role calls for a Banking Customer Support Representative. This position involves providing operational support within AML-related processes, focusing on onboarding contractors, managing daily transactional activities, and ensuring compliance with service level agreements.

Pay rate range (CAD): $17.60/hr – $22.80/hr

Responsibilities

Onboard contractors to the project, including handling hiring SOWs and system access setup.
Coordinate with managers to fulfill hiring requests and monitor requests from start to finish.
Build relationships with team members and stakeholders through effective communication and follow-up.
Execute transactions accurately and timely, adhering to established procedures and SLAs.
Escalate processing or operational issues appropriately, ensuring resolution to maintain service quality.
Identify opportunities for process improvements and assist in reporting on key initiatives.
Support incoming transaction validation within authority levels.
Respond effectively to partner requests, ensuring confidentiality and discretion.
Manage workload to meet SLA requirements for productivity and quality.
Maintain awareness of industry regulations, emerging issues, and internal policies.
Ensure compliance with enterprise frameworks such as AML and Business Continuity Management.
Review internal processes regularly and suggest enhancements for efficiency.
Desired Skill-Set

Ability to meet strict deadlines and manage high volumes of work.
Strong organizational and time management skills.
Excellent attention to detail and accuracy.
Effective communication skills for interaction with stakeholders and managers.
Proficiency in Microsoft Office, especially Excel; experience with SharePoint is a plus.
Customer service mindset with experience in client interactions.
Administrative experience of 2-4 years, with professionalism suited to a financial environment.
Knowledge of SLA management and operational workflows.
Strong analytical and quantitative skills.
Ability to work independently and within a team environment.
Adaptability to changing policies and procedures.
Basic understanding of financial products like MM and FX (types such as options, forwards, and swaps).
Nice to Have

Previous banking experience, especially in similar operational or onboarding roles.
Customer service experience in a financial setting.