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About the Role
The Bilingual Client Services Officer is responsible for delivering exceptional customer service and operational support, assisting clients with a wide range of banking needs. This role involves handling day-to-day transactions, servicing deposit accounts, and supporting lending products while maintaining accuracy and regulatory compliance. The position requires flexibility to work scheduled shifts, including early morning, daytime, and evening shifts.
Responsibilities
- Serve as the first point of contact for clients via phone, email, or live chat
- Address inquiries related to account balances, transactions, online banking, and general services
- Troubleshoot digital banking issues and escalate technical problems as needed
- Investigate and resolve client concerns efficiently and empathetically
- Ensure timely follow-up and escalate complex issues to appropriate teams
- Provide information on banking products such as accounts, GICs, and secured loans
- Educate clients on digital tools and self-service options, including processing transactions
- Support account maintenance and identify opportunities for specialist referrals
- Build rapport with clients by delivering personalized and attentive service
- Maintain accurate records of client interactions in CRM systems
- Support client retention by ensuring a positive and consistent service experience
- Verify client identity and follow security protocols to protect sensitive data
- Adhere to AML/ATF regulations and report suspicious activity as required
- Update client information and service requests in internal systems
- Assist with documentation and follow-up communications
Requirements
- Familiar using CRM systems, digital banking platforms, and remote communication tools
- Understanding of deposit and lending products
- Proficient in Microsoft Office and comfortable working in a paperless environment
- Strong verbal and written communication skills; ability to handle high call volumes and de-escalate issues
- Experience resolving client issues efficiently and empathetically
- Comfortable with repetitive tasks and be able to multi-task
- Ability to work in a fast-paced, team-oriented environment with performance metrics
Skills
- Bilingual in French and English
Work Type
- Hybrid
Experience Level
- 1-2 years of experience in a financial services or banking environment
Education Level
- College diploma or equivalent
About the Company
- Haventree Bank is a Schedule I Canadian bank dedicated to advancing financial security and upward mobility for Canadians underserved by traditional financial services.
- Through our broker-distributed alternative mortgage and GIC solutions, as well as our growing digital banking platform, we provide straightforward products that support long-term financial well-being and meaningful growth.
- As a CDIC-insured, federally regulated bank, we offer the trust and stability of a traditional financial institution while embracing the innovation and customer-first mindset of a modern digital bank.
- If you're looking for a place where your work has a direct impact, your ideas are valued, and innovation is encouraged, Haventree Bank is the place for you.
Equal Opportunity
- Haventree Bank embraces equal opportunity, diversity, and inclusion.
- Please let us know if you require any accommodations during the recruitment and selection process by contacting accessibility@haventreebank.com