Client Business Support (CBS) is a client focused processing department that enables the bank to demonstrate that a virtual bank can offer superior client experience by efficiently and effectively delivering on the promises made to our clients. The CBS department is made up of several teams; each team plays a unique role in providing support for both Deposit/Chequing and Lending products. The following teams along with their specialized focus is what makes Client Business Support an integral piece of our organization:
- Account Opening
- Registered Products, Statements and Year- End
- Mutual Funds and Cannex
- Quality Assurance
Overall, Client Business Support is committed to delivering a 'Wow' experience…while we do not speak directly with our clients…we make sure we deliver on promises made to our clients!
The Associate of Account Processing is responsible for workflow processing and problem resolution of customer transactions generated from Sales and Service, Cafe, mail-in, on-line applications and various other departments.
The Account Processings team is responsible for the daily processing of account openings, cheque deposits and Tangerine cheque clearing within the bank.
The position offers candidates an opportunity to gain experience in account investigation and reconciliation and develop a large understanding of various aspects of the departments within Tangerine and the financial industry. The Associate of Account Processing will report directly to the Manager of Account Processing.
Responsible for daily completion of Remote Deposit Capture, Tangerine cheque clearing, new account set up, cheque verification, entering data, and client/account investigations
Process and complete all transactions/requests that result from Service and Sales daily activities which include setting up new accounts, verifying information, data entry and client/account investigation.
Examines cheques for endorsements and to verify other information such as dates, verify amount, payee and proper encoding
Resolve all account investigations efficiently and accurately
Responsible for obtaining further information for incomplete documentation
Utilize scanning equipment to capture items for image processing
Encoding of deposit cheques for daily bank clearing
Reconcile daily processing work
Assist with reconciliation and preparation of daily bank deposit
Responsible for daily cleaning of equipment
Must be able to handle high volume of processing especially during peak periods
Resolve banking issues for clients, both internal and external
Provide Service and Sales support for inquiries from clients
Responsible for sorting all incoming mail for all of Tangerine
Excel at utilizing equipment capabilities and provide trouble-shooting for minor equipment issues
Operate a high speed letter opener, sort all incoming mail for Tangerine based on form type and/ or key word indicators quickly while maintaining quality results
Sort, seal and affix correct postage on outgoing mail
Perform manual functions such as letter folding and envelope insertion
Distribute mail to all floors of the building and Collect outgoing mail at distribution points
Actively participate in team meetings, achieve department and individual goals and build positive relationships with internal and external clients
Provide information on the guidelines and procedures of the CBS Department.
Ensure that policies and procedures are respected as per the CBS Department’s parameters.
Commit to proactive and ongoing improvement of skills and the continued acquisition of knowledge
Contribute to the ongoing process improvements in the CBS Department
Handle inbound calls, emails and tickets from internal and external customers which may include account research and resolution of product questions or issues
Participate in team meetings, plan and achieve department and individual goals and build positive relationships with internal and external clients
Collaborate with team members to ensure procedures are current and documented. Participate and contribute on cross-functional committees as assigned
Communicates regularly with internal clients, team members, and management on any exception items
Other duties as assigned.
- University or College Degree
- 1-3 years of work related experience, preferably in the banking industry
- Trust or Banking Institute courses are an asset
- Call Centre experience is an asset
- Technical Skills
- Bilingualism (English/French) is an asset
- Computer literate; Microsoft Office is an asset
- Knowledge of the Bank’s policies, practices, procedures, systems and its products and services is an asset
- Ability to work efficiently and effectively alone and with other internal and external specialists while in a high volume environment
- Ability to work in a fast paced, constantly changing environment
- Detail oriented, requires a high degree of accuracy
- Good verbal and written communication skills
- Self-directed and motivated
- Trustworthy with an eye for detail
- Possess strong capacity to work with deadlines
The Associate, Account Processing will be working in a traditional office environment and may be subject to special working conditions as needed by the business. Special working conditions may cover a range of circumstances from regular evening and weekend work, overtime, shift work, working outdoors and/or working with challenging clients.
Tangerine will make reasonable accommodations for the known physical or mental disabilities of an otherwise qualified employee or applicant for employment, unless undue hardship to Tangerine would result. Any applicant or employee who requires accommodation in order to perform the essential functions of a job should contact Human Resources or his or her supervisor.
All members of the Tangerine Team are responsible for managing risk and compliance within their departments. As such, employees should maintain and demonstrate the highest standards of integrity and ethical conduct in accordance with Tangerine policies, guidelines and directions.
Tangerine is an equal opportunity employer.