Int. Customer Service Specialist to support Procurement Contact Centre for large banking client - 44963

Int. Customer Service Specialist to support Procurement Contact Centre for large banking client - 44963

Location: Toronto (in office twice/month)
Duration: 6 months 
Working hours: Mon-Fri, 8 am-4 pm

Job Description:
Customer-Service focused role supporting the bank's Procurement Team and Contract Management Application for internal stakeholders. As part of Procurement Contact Centre, there is a large focus on the operations environment that provides a consistent and exceptional stakeholder experience, supports procurement accountability, and supports the Global Third Party Risk Management control standards to minimize risk.
 
Job Responsibilities:
 
A. Customer Service/Support

• Respond to external and/or internal business partner requests and questions regarding Procurement Applications on a timely basis, making customer service a top priority.

B. Application operations

• Executes routine tasks such as service requests, transactions, queries etc. within relevant service level agreements.
• Track and trend incidents and problems.
• Monitor and report on calls, critical service, trends, incidents and problems, and ad hoc activity.

C. Risk and Controls
 

• Identify potential risk situations within the scope of work, make recommendations and/or escalate to the manager, where appropriate.
• Provide timely analysis of information and reports on assigned area(s) of expertise to ensure compliance with terms and conditions and ongoing maintenance of risk within acceptable levels.
• Ensure adherence to all aspects of Code of Business Conduct and Ethics Corporate Policy, as well as all applicable legislation, regulatory rules and requirements, and Bank standards, policies and procedures (P&Ps) for such things as potential conflicts of interest, safeguarding of customer information, anti-money laundering, privacy and disclosure of outside business activities.

Must Have Skills:

• 5 to 7 years of experience a customer service role
• PC skills (MS Excel, MS Office, ServiceNow)
• Banking/Financial Industry experience

Nice to Have Skills:

• Contact center experience
• Procurement experience