Contact Center Representative--French Speaking

***LOCAL SOUTH FLORIDA CANDIDATES ONLY***

**Established in Florida since 1992, Desjardins Bank, N.A. is a financial institution engaged in providing a wide variety of banking services for its core Canadian-based customers residing temporarily or permanently in the U.S. Desjardins Bank, N.A. is also an entity of the Desjardins Group, the largest integrated cooperative financial institution in Canada. The Desjardins Group, with assets of over $400 billion (CAD), is among the world’s strongest banks according to The Banker magazine.**

Desjardins Bank, N.A. is committed to providing excellent customer service and prides itself in attracting and retaining the best talent to help realize its goal to be the #1 Choice among customers and employees alike. As part of the Desjardins team, you can expect generous employee benefits such as participation in the annual incentive bonus plan, 11 paid holidays, 3 weeks' vacation after the first year, a minimum of 80% employer-paid medical benefits for you and 50% for your dependents, employer-paid life and disability insurance, tuition reimbursement program, fitness reimbursement, 401(k) with 4% employer match and 100% immediate vesting, and much more.**

PURPOSE:

• This position exists as a first point of contact through the call center to aid the Bank's members and clients with a full array of account services and transactions adapted to their needs and expectations aligned with the Bank’s vision and objectives. The Customer Experience Agent-Call Center also accompanies the Bank's customers in the use and mastery of our online and digital services and tools.

SUMMARY OF ESSENTIAL DUTIES:
RELATED CALL CENTER DUTIES

• In the Call Center, be the first point of telephonic contact with customers and other entities calling the main number of the Bank, responding to questions from and resolving problems with customers.
• Promotes and advises the use of all automated products including Online Banking, Mobile banking, E-Statements, Desjardins debit and credit cards.
• Attends to and resolves issues related to the use of the above products.
• Instructs customers how to use the various mobile banking applications on Apple and Android smartphones and tablets.
• Explains Bank Policies regarding accounts to customers. Performs a variety of duties to assist customers with requests or complaints.
• Processes requests for wire transfers, verifies amounts and obtains required approval.
• Assists customers with balancing accounts, account research, processing any adjustments, cut- off statements and stop payment orders.
• Assists members of the Desjardins Network to ensure a smooth transition their financial activities between the Canadian network and the Desjardins Bank operations.
• Informs customers on the particularities of the products and services offered by the Bank in the United States. Points out to members of the Desjardins network all differences between the Canadian operations of Desjardins and the services offered by the U.S. subsidiary.
• Advises and counsels Canadian customers on how to fulfil their banking needs in the most efficient and economical way.

OTHER RELATED ACCOUNT DUTIES

• May assist customers in the online opening of new checking accounts, certificates of deposit and ATM cards, ensuring that all documentation is completed and properly routed to and received from Desjardins Group.
• Verifies the OFAC status of the customers and completes the Customer Information Profile.
• Prepares the required deposit documents, such as signature cards and disclosures.
• Processes the necessary entries in FISERV.
• Mails all the necessary documents to customers and follows up until received.
• Ensures that all account openings comply with the Bank policies and regulations.
• Participates in providing appropriate training to bank staff for new employees related to consumer account openings.
• Contributes to developing the necessary tools required to accomplish the goals set by the Bank.

SUPERVISION: The incumbent reports to the Business Development and Customer Experience Assistant Manager.

CONTACTS:

• Heavy contact with consumers.
• Interaction with various other employees of the bank, including other Customer Experience Agents, management, and managerial staff.

DESIRED KNOWLEDGE/SKILLS/ABILITIES/OTHER REQUIREMENTS AND EXPERIENCE:

• Bilingual in French and English, (written and oral).
• Knowledge of current issues related to the Desjardins Group clientele base helpful.
• Experience in both Canadian and American banking industry helpful.
• Business and customer-oriented.
• Demonstrates persistence, a positive attitude, excellent interpersonal skills, and team spirit.
• Excellent communication skills and an aptitude for one-on-one discussions.
• Excellent negotiation and organizational skills.
• Exercises sound judgment in planning, scheduling account opening activities and banking services with strong emphasis on customer satisfaction.
• Can work independently with only general supervision.
• Fully embraces and commits to the Core Desjardins Values and Behaviors to Always Do What’s Best for Our Members and Clients.
• Ability in applying and interpreting organization policy and regulations.
• Proven strength of working under tight deadlines and achieving positive results.

EDUCATION:

• An Associate Degree or higher is highly desirable.
• American Institute of Banking of Financial Training Center Certificates in

General Banking is desirable.

PHYSICAL AND OTHER REQUIREMENTS:

• Ability to sit for extended periods of time with heavy telephone activity.
• Speech ability to communicate clearly both over the phone and in person.
• Hand and wrist dexterity to use computer keyboard and mouse, and telephone, to handwrite documents, distribute mail and other documents.
• Ability to wear a headset comfortably for long periods of time and hear/listen to interlocutors clearly and distinctly.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

THIS POSITION’S SPECIFICATIONS SHOULD NOT BE CONSTRUED TO IMPLY THAT THESE REQUIREMENTS ARE THE EXCLUSIVE RESPONSIBILITIES OF THE POSITION. INCUMBENT WILL FOLLOW ANY OTHER INSTRUCTION, AND PERFORM ANY OTHER RELATED DUTIES, AS MAY BE REQUIRED BY HIS/HER

SUPERVISOR.

DESJARDINS BANK, N.A. IS AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER

Hours per week:

• 30-39

Job Type: Full-time

Pay: $20.50 - $22.50 per hour

Expected hours: 35 – 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Physical setting:

• Call center
• Office

Schedule:

• Day shift
• Monday to Friday

Application Question(s):

• Are you authorized to work in the U.S. for any employer?

Education:

• High school or equivalent (Required)

Experience:

• Customer Service: 2 years (Required)
• Call Center: 1 year (Preferred)

Language:

• French and English (Required)

Work Location: Hybrid remote in Hallandale, FL 33009

Salary : $21 - $23