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47864-1 - Int. Help Desk Analyst to assist with customer inquiries for a banking client

Job Type: Contract
Positions to fill: 5
Start Date: Feb 01, 2023
Job End Date: Jul 31, 2023
Pay Rate: Hourly: Negotiable
Job ID: 126708
Location: Toronto
Position Title: Help Desk Analyst
LOB: Treasury Payment Solutions
Length of Contract: 6 months with possible extension
Location: Hybrid (once a week in the office in Mississauga)
Hours of Operation: call center is open from 7:30am-7:30pm Monday-Friday, 8 hour shifts- for the initial portion of the contract, candidates will likely need to work the 11:30am-7:30pm shift, though this can be changed over time.

Group Info: It is a large, fun group of individuals new to the bank, allowing these new individuals to fit right in! In addition to initial training, ongoing opportunities for further learning are always available. The team consists of both English-only and Bilingual analysts as well.

Must Have Skills:
• 1-2 years of experience in a similar call center/customer service role fielding similar, user-based issues, including:
o Customer’s inability to sign into their accounts
o Resetting user passwords
o Tracking payments that have not parsed through
o Customer’s inability to locate the website/navigate the proper channels
Microsoft Office Suite, particularly Outlook
• Previous Banking/FI experience

Daily Responsibilities:
• Provide response to customer questions received via telephone calls, callbacks, emails, and help desk requests.
• Provide technical and production support for TM/FX/CC products and services, including incident identification, recording, classification, initial support, investigation and diagnosis, resolution and recovery, incident closure, ownership, tracking, monitoring and communication, to ensure service levels are maintained.
• Assist customers in trouble shooting and resolving issues during deployment and ongoing use of products & services, effectively diagnosing and working through complex problems with a high level of accuracy and with a focus on providing exceptional customer service.
• Promote positive customer relations by consistently providing exceptional customer service and fostering trust and confidence by taking ownership of support issues, providing friendly and accurate resolutions, and diligently searching for solutions when the answer is unknown
• Escalate issues that are beyond the level of expertise through the appropriate channels.
• Maintain up-to-date knowledge and understanding of TPS products, services, processes and relevant legal, regulatory and technology requirements
• Monitor completion of all internal and external operational effectiveness/compliance requirements to manage risk within acceptable limits
• Protect the Bank’s assets by adhering to all applicable regulations, Policies and Procedures, legal and ethical requirements, process requirements, established risk guidelines and regulation requirements.
• Maintain the confidentiality of both customer and Bank information to protect the customer and the Bank and to ensure compliance with Bank Policies & Procedures.
Follow security and safeguarding procedures in accordance with Bank policy for the prevention of loss due to fraud, money laundering or defalcation; identify and report suspicious and other reportable transactions or patterns of activity that are suspected to be related to money laundering.

Interview Process:
• One round, Teams, 30-45 minutes, with HM and possibly an assistant manager