Operations Officer, Digital Banking (contract)
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Posted:
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Job Summary
Join a Challenger
At EQ were remaking banking so every Canadian gets ahead every day. Serving nearly 4 million Canadians from coast to coast we offer a wide variety of financial services from banking and lending to trust and credit union solutions.
Weve been at this since 1970 challenging the conventions of traditional banking with smarter faster and more connected financial experiences.
Whats kept us moving The people behind it all: challengers who ask better questions push back on old assumptions and look for a better way forward.
If youre driven to help reshape how banking works for Canadians and the businesses that power our economy this could be your next big opportunity.
We cant wait to get to know you!
20% Customer Service: Perform a high level of Customer Service by:
Promptly responding to client inquiries received from the Contact Centre Fraud Group or directly from clients.
Ensure customer satisfaction; must be well versed in product knowledge and features as well as policies and procedures.
Resolving any issues that may arise and escalating as needed.
30% Client Onboarding Review and Input: Facilitate the regulatory onboarding of customers in an efficient compliant and client-centric manner. Rapidly triage and escalate complex issues to management for resolution. For each application being processed:
Ensure all required record keeping documentation has all been received in good order
Confirm receipt of initial deposit and resolving discrepancies or recommending exceptions where and when appropriate
Input the deposit details accurately into the banking system.
50% Processing: On a daily or periodic basis Officers must review & process:
Cheque deposits
Incoming EFTs
Returned items
Transfer-In and Transfer-Out requests for Registered Retirement Savings Plan (RRSP) & Tax-free savings account (TFSA)
Minimum of 2 yearsproven financial services operations experience.
Exhibit sufficient judgment to detect solve or escalate problems efficiently and effectively.
High level of accuracy in daily tasks the ability to prioritize and multitask.
Strong computer skills; ability to work independently on assigned tasks.
Excellent oral/written communication relationship management and timemanagement skills are a must.
Must be able to operate effectively within a fast-paced environment with tight time frames which are closely scrutinized by Senior/Executive Management.
Strong Customer Service orientation.
Able to perform well in a high volume high intensity environment.
Product knowledge of Deposit & Registered products would be an asset.
Proficient computer skillsincludingMS Office.
May be required to be on call and to work occasionalweekend/holiday/evening hours.
Schedules will be in shifts to service clients from 8AM 8PM EST.
Job Complexities / Thinking Challenges:
The position requires the ability to identify issues and deficiencies in the administration of procedures and processes. Must use autonomy to decide on the best option based on past experiences and guidelines given by policies and addition the position also requires effective time-management skills and ability to prioritize workload.
Accountability:
Complete responsibilities in a proficient and timely manner
Escalate issues to Manager when necessary
Ensure time sensitive functions are completed before the deadlines (time management);failure to do so could have significant negative effects on relations with regulators the reputation of the Company with the public and may result in and significant regulatory sanctions including regulatory fines of material amounts
Key Internal and External Contacts:
The incumbent will report to the Senior Manager Operations
The incumbent will often work closely with various internal departments (e.g. Fraud Compliance Contact Center etc.)
The incumbent will need to interact with external stakeholders (e.g. Vendors Regulators)
Physical Demands / Working Conditions:
Normal office environment with no physical demands; however there is substantial pressure placed on the incumbent due to time sensitivity of each new transaction service level standards attached to various aspects of the customer experience.Hybrid work is expected with 1-5 days in person depending on the level and seniority of the role.
Equity Diversity & Inclusion
EQ is committed to building an inclusive accessible environment where every employee feels valued respected and supported. We believe our organization is stronger and our people thrive when we honour and celebrate diverse experiences identities and perspectives. Were equally committed to supporting your growth both professionally and personally.
We provide a barrierfree recruitment process and work environment. If you require accommodations at any stage we will work with you to ensure you can bring your best self to the process and beyond.
As part of our recruitment process EQ uses AI to help screen assess and/or select applicants for this position. All AI-enabled outputs are reviewed and validated by our talent team. All candidates considered for hire must successfully complete a criminal background check and credit check. While we appreciate every application an EQ recruiter will contact only those whose skills and experience most closely match the requirements of the role.
EQB Inc. (TSX: EQB) is the parent company of Equitable Bank the countrys seventh-largest Schedule I bank by assets which operates EQ Bank Canadas Challenger Bank. EQB Inc. serves nearly 4 million Canadians and manages approximately $150 billion in combined assets under management and administration.
To learn more visit and .
Required Experience:
Unclear Seniority
About Company
At Equitable Bank, we specialize in providing branchless financial services that meet the unique needs of all Canadians. Our range of mortgages, savings accounts and investment options are designed to offer the right solutions to match any unique circumstance.
