Inbound Contact Centre Representative

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.

Introduction: Prime Hires is seeking a skilled Inbound Contact Centre Representative to join our client.

Contract Dates: 4 months with potential to extend
Pay Rate: $21 per hour
Business Hours: Monday to Friday (Hybrid)



Job Responsibilities:

• Acts as first point of contact for employee and people manager issues and escalates to Advice Channel when required.
• Answers and resolves employee and people manager issues including navigational support and processing corrective transactions when required.
• Provides advice on how to complete requests and/or determines options for next steps based on scenarios. These could include guidance related to completing HR responsibilities (year-end compensation, mid-year and year-end processes, resource planning); guidance related to making employee data changes (new hires, transfers, terminations, retiring); guidance related to the administration of employee programs (Service recognition, PTO/Vacation entitlement, time administration).
• Supports a continuous improvement environment by raising issues, escalating concerns, proactive identification of process changes and being an agent of change.
• Maintains adherence to all audit/compliance and regulatory requirements.
• Keeps pace in a rapidly changing environment while maintaining strong knowledge and a positive attitude.
• Contributes positively to the team through the sharing of knowledge, ideas and active participation in meetings, coaching and personal development.
• Achieves operational metrics in support of the delivery of the service center service level agreements and industry best practices. These include standards related to Contacts/Hour and Schedule Adherence.
• Delivers legendary service experiences consistent with the client’s culture in all contacts (phone, email, chat) through extensive and in-depth knowledge of people manager and HR policy, process and procedures and employee programs; efficient navigational skills; and effective call control/business writing.
• Keeps current with changes in people manager responsibilities as well as HR policy, process and procedures.
• Reviews and completely understands deliverables of all weekly people manager communications
  Maintains a thorough knowledge of all HR policy, process and procedures including navigational support of all HR systems.
• Maintains expertise in the areas of benefit and payroll processes and transactions.
• Maintains a high-level knowledge of people manager accountabilities and responsibilities and in-depth knowledge of all employee programs and services.
• Completes administrative tasks as assigned.

Experience & Qualification Requirements:

• Contact centre experience - 1 to 2 years experience
• Strong communication skills - verbal and written
• Tech savvy- comfortable using a computer and learning new systems
• Working with confidential information- understanding how to deal with confidential information
• Understanding policies and best practices

****ALL CANDIDATES MUST COMPLETE A FULL BACKGROUND CHECK AS PART OF THE APPLICATION PROCESS****

How to Apply: If you are a motivated professional looking to contribute to a leading team, please submit your resume outlining your qualifications and experience relevant to this role. Prime Hires & the clients we represent, value diversity and are committed to creating an inclusive workplace. We invite all qualified individuals to apply.

Prime Hires & the clients we represent are equal opportunity employers, committed to diversity and inclusion. Prime Hires is a certified diverse supplier and actively seeks to foster a representative and inclusive workforce. We welcome applications from all qualified individuals, regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status, Aboriginal status, or any other legally protected factors. We champion building a diverse and inclusive environment.