Problem Resolution Analyst

Seeing beyond numbers™

At Laurentian Bank, we believe we can change banking for the better. Founded in Montreal in 1846, Laurentian Bank helps families, businesses and communities thrive. Today, we have over 2,800 employees working together as One Team to provide a broad range of financial services and advice‑based solutions for customers across Canada and the United States. We drive results by placing our customers first, making the better choice, acting courageously, and believing everyone belongs.

Responsibilities

Respond to telephone and written inquiries regarding products in an efficient and professional manner, in compliance with overall performance standards, and departmental service standards.

Resolve client concerns regarding their file through close collaboration with other internal stakeholders, such as Credit Officers, Administration Officers, and Business Development staff.

Review and respond to written inquiries from clients, compile and distribute data for resolution of client issues, and escalates issues that are beyond their scope.

Process routine, written requests for information between calls.

Maintain excellent and up-to-date knowledge of features, policies and procedures about the products and services.

Assist the Assistant Manager in creating new scripts, Quick Reference Guides, and Question‑Answer Documents pertaining to both new and current product offerings, processes, procedures and legislative changes.

Cooperate in the preparation of the weekly schedule for the Call Centre.

Work closely with all product owners to improve the flow of information and procedural changes within their departments and Customer Service.

Monitor and follow‑up on escalated call tickets.

Work closely with internal clients to improve the flow of information and implement any procedural changes.

Explain and ensure compliance with current legislation, Bank policies, programs, and procedures, as well as industry and Canada Revenue Agency's standards for clients.

Keep abreast of new product information and promotions, organizational policies and procedures, industry standards and trends, as well as legislation by Canada Revenue Agency.

Contribute ideas to promote efficiency and a higher standard of service within the Call Centre.

Participate in special projects and carry out any other similar or general task at the request of their superior or that may be required by their function.

Qualifications

Post‑secondary degree or diploma and 1 to 3 years of related work experience in customer service, preferably in a call centre environment within a financial institution.

Familiarity with 5S, Kaizen Principles, Six Sigma or other Continuous Improvement methodologies is an asset.

Good knowledge of banking, mortgage, investment accounts and investment lending products.

Demonstrated listening, interpersonal verbal and written communication skills are required for the role.

Proven customer service skills; solid listening skills in order to address customer's needs, ability to anticipate needs or problems; ability to problem‑solve and efficiently find solutions.

Excellent time management and organizational skills, with the ability to multi‑task and meet deadlines.

Demonstrate ability in core and role‑specific competencies including teamwork, adaptability, listening, interpersonal and verbal communication, results orientation, judgement.

Benefits

The actual annual base salary offered will take into account internal equity, skills, and experience among other factors.

Total compensation: Earn a comprehensive compensation package that includes annual reviews and performance‑based bonuses.

Work model: We prioritize a hybrid work model based on business needs.

Stock purchase plan: Become not just an employee, but a Laurentian Bank shareholder. Employer matching takes your investment even further.

Time off: In addition to paid vacation, we provide floating days and leave options to accommodate the diverse needs of our employees.

Health and wellness: Take care of your health and well‑being with access to healthcare professionals, our Employee and Family Assistance Program (EFAP), and a Stress Management and Well‑Being Program.

Group insurance and pension: We offer a competitive insurance program based on your family’s needs and a defined contribution pension plan to help prepare for your future.

Financial benefits: As a Laurentian Bank employee, you’re also the best ambassador for our products and services. Take advantage of employee‑only offers on a wide range of products. Enjoy exclusive deals and preferred rates on products and services including insurance, hotels, train tickets, spas and many more. We are committed to creating a fulfilling professional environment where your skills are valued, and your well‑being is a priority. Join us for a rewarding career at Laurentian Bank.

Inclusion and Accessibility At Laurentian Bank, we believe everyone belongs. We are committed to fostering an inclusive work environment that reflects the diversity of our customers and our communities and where everyone feels like they belong and can thrive. To this end, we encourage applications from individuals from equity‑deserving groups, including Indigenous persons, racialized and persons with disabilities, marginalized genders and the 2SLGBTQIA+ community. We strive to offer a flexible and accessible work experience that is inclusive of everyone. If at any time you need an accommodation, please let us know.

PIPEDA We may collect, use or disclose your personal information for the purpose of establishing an employment relationship with you. We also use artificial intelligence (AI) tools during parts of our recruitment process to support fair and efficient hiring decisions.

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