Investigations Agents

Responsible for processing moderately complex client transactions within Payments & Trade, Payments Processing utilizing on-line input to various systems and ensuring quality and accuracy of incoming and outgoing workflow and/or documents.

KEY RESPONSIBILITIES

Operations Management

Resolution of investigations, ensuring service quality standards (Service Level Agreements) is met.

Ability to avoid reputational or monetary loss by accurately and time sensitively resolving escalations.

Putting clients first (may involve dealing with irate clients or business partners).

Strong knowledge of the range of Payments &Trade products, processes, and requirements in order to conduct thorough analysis.

Ensure policy, process and procedures as outlined in KRC are strictly followed.

Apply a continuous improvement approach to ensure Client Service Standards are met, including the 4 Essentials of Customer Care (Warmth, Personal Attention, Helpfulness, and Appreciation).

Possesses expert understanding of full features, services, and processes related to the products supported; effectively and efficiently resolving unique and complex client inquiries.

Demonstrate understanding of and ability to navigate through a variety of bank applications in order to resolve inquiries.

Gathers information to resolve investigations using various channels such as contact centres, paper, e-mail, fax, or internet.

Client Service

Deliver an efficient and effective client experience by optimising process delivery in accordance with established SLAs.

Provide professional, attentive and accurate service when dealing with clients, identifying and meeting clients’ primary needs.

Take ownership of client problems at first point of contact, ensuring there is an immediate response to the customer or escalation to the relevant authority or business partners for resolution while maintaining ownership of issues.

Provide professional, attentive and accurate service when dealing with clients, identifying and meeting clients’ primary needs.

People Development

Demonstrate personal commitment to ensure that skills/knowledge/accreditation is up-to-date and meet position requirements.

Take ownership for improving capability through building the necessary skills (including technical), competencies and accreditation to meet service level needs.

Proactively identify opportunities for continuous improvement impacting the client experience, operations risk and process efficiencies of the departments.

Take accountability for personal development, executing planned activities in partnership with Team Leads.

Champion, sponsor and practice reward and recognition with the team and service partners.

Focuses on getting work right the first time and takes appropriate action in response to coaching and in order to close identified gaps.

QUALIFICATIONS/EXPERIENCE

• Certificate in Management (e.g. ABE certification) is preferred
• Previous experience with Payments Processing an asset
• Knowledge of SWIFT is required

CRITICAL SKILLS

• Very strong client first orientation
• Able to multi-task and adjust to the demand/needs of our clients and service partners
• Able to work in a fast paced environment
• Attention to details with strong organizational skills
• Clear and effective written and verbal communication abilities
• Proficient knowledge of Microsoft Excel and MS suite, as well as keyboarding skills