• Specialist, Payments

    CA-ON-North York
    Job Type
    Regular Full-Time
    Client Business Support - 1011
  • Job Description


    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.
    • Payments
    • Estates
    • Lending
    • 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!

    ROLE Purpose:

    The Specialist, Payments will assist in leading a team for all processing and problem resolution as related to customer transactions generated by the Call Centre, Café’s, mail-in, fax, online applications and from various other departments, with an emphasis on quality and integrity of work, observing established timeframes for all work to be completed with the agreed service level.

    The Payments Team is responsible for the daily processing of payment items within the bank. This includes but is not limited to all Electronic Funds Transferred, Email Money Transfers, Requests to post transactions from various departments, Account maintenance, Bill Payments, ABM Support, Credit Card processing, Dispute resolution with other FI’s and other various payment investigations

    The incumbent is expected to participate in projects and will represent the department as a subject matter expert as related to the specified functional area to complete all or part of the procedures, testing and/or training.

    The position offers the incumbent an opportunity to utilize strong time management skills, lead by example, able to participate in peer coaching and provide written feedback for documented reviews.

    In addition, the CBS Specialist, Payments must be able to:

    • Maintain service levels in fulfillment while delivering on:
      • Productivity
      • Quality
      • Client Service
      • Turnaround times
    • Analyze daily volumes, trending and unusual activities
    • Ensure that all Tangerine Legal Policies are followed
    • Ensure compliance with internal governance and external regulatory units 


    • Represent the Payments Team as a SME on all deposit products by answering questions and providing training for both internal and external clients
    • Monitor, support and provide assistance to daily Payments processing.
    • Complete processing of ABM adjustments and returned cheques.
    • Ensure timely processing of daily team reports, processing queues, team email inboxes, and cheque items.
    • Reconcile daily processing work
    • Maintain adequate stock of office supplies and order as needed.
    • Responsible for the training/support of new associates.
    • Assist in investigation and escalated problem resolution, liaising with Payments Seniors, Service and Sales including the CBS General Line.
    • Assist in solution management dedicated to providing a positive work environment, foster teamwork, growth and maintaining high team morale.
    • Be fully knowledgeable with respect to Tangerine products, services, policies and procedures.
    • Contribute to the ongoing process improvements in the CBS Department.
    • Comply with the Tangerine Code of Conduct.
    • Strong investigative skill set to be able to test and problem solve.
    • Participate in testing and development of training material as required by the business.
    • Update procedures and guidelines as new processes are introduced or changed.
    • Ability to answer questions and or provide overrides.
    • Work closely with inter-departmental teams (i.e. IT, Service and Sales, Legal and Compliance, Finance, Account Recovery, Risk etc.) to assist with investigations and reconciliation on a daily basis
    • Process Set-Offs and Write-offs for delinquent accounts
    • Responsible for investigations related to ABM deposits & withdrawals, bill payments, Email Money Transfer, EFT Payments, Direct Deposits, Pre-Authorized debits, Point of Sale.
    • Sound knowledge of clearing and settlement process end to end (CPA clearing process)
    • Participate in testing and development of training material as required by the business.
    • Handle inbound calls, emails and tickets from internal customers which may include account research and resolution of product questions or issues
    • Participate and assist 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. 

    Minimum Qualifications:                                                                                                                                                  

    • Education/Experience
      • University or College Degree
      • 2-3 years of work related experience, preferably in Financial Services
      • Enrollment and completion of Targeted Selection course
      • Enrollment and completion of Coaching to exceed course
    • Professional Certification
      • Knowledge of CPA rules on cheque clearing and MAND/AML legislation an asset
    • Technical Skills
      • Bilingualism (French/ English) an asset
      • Knowledge of Visio processing mapping
      • Proficiency in PC software – MS Office Suite
      • Strong analytical, organizational and problem solving skills
      • Knowledge of Tangerine products, systems, policies and procedures an asset
    • Abilities
      • Ability to achieve all values and competencies outlined within the CBS Development matrix
      • Ability to function in a fast-paced environment
      • Ability to effectively coach team members
      • Able to consistently demonstrate a positive approach to change and personal development
    • Attributes
      • Strong interpersonal and motivation skills
      • Excellent verbal and written communication skills
      • Strong customer service and team building skills
      • Detail oriented, requires a high degree of accuracy
      • Excellent Phone Etiquette
      • Flexible work schedule
      • Achieve strong performance results


    WORKING CONDITIONS:                                  

    The Specialist, Payments 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.


    Direct reports:



    Disability Accommodation:

    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.

    Managing Risk:

    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.


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