Looking to join a growing financial services team? Rogers Bank, a subsidiary of Canada's leading wireless, cable and media company, is expanding and seeking passionate individuals to develop and implement innovative financial solutions and experiences. The bank offers unique cash-back benefits and financing options for Rogers purchases using cutting-edge technology. Interested? Take the next step and consider this opportunity to make a meaningful impact with Rogers Bank.

Who you are:

Reporting to the Sr. Manager of Contact Centre Operations and working with the Customer Operations team, the Elevations Advisor supports Rogers Bank in delivering customer satisfaction and operational efficiency.  The successful candidate will support the Bank’s vendors in successfully handling customer complaints.  They will also directly handle complaints that are higher in risk and/or complexity and participate in problem identification, analysis and solutioning initiatives.  

What you'll do:

Vendor Support – Complaints Handling

• Liaise with the customer service vendors’ supervisor team, supporting skills and knowledge development, communicating change and monitoring trends
• Review and approve or decline account administration requests that are outside of the vendor’s empowerment or systems access levels
• Engage with customers as part of the Complaints process via multiple channels, demonstrating a solid understanding of the issues they raise and exercising good judgement and creativity in proposing solutions to resolve issues whenever possible.
• Provide Customer Service support to VIPs and Rogers T&E employees as part of the enhanced service offering the Bank provides these audiences.
• Perform quality assurance reviews of vendors’ case work, recommending methods of diffusing difficult situations, and reducing customers’ time and effort in getting problems solved.

Continuous Improvement

• Acquire and maintain expert-level product, policies, and systems knowledge
• Identify barriers to achievement of excellent CSAT and propose solutions including training enhancements process, policy and technology changes.
• Locate, review and analyze interaction recordings for investigative purposes
• Basic reporting on elevations team performance, trend identification and quality improvement

Special Projects

• May be assigned

What you bring:

• 2 years’ customer service experience working in financial services, with credit card experience being an asset
• Exceptional customer service skills
• Exceptional problem-solving skills
• Significant experience working with TSYS
• Strong relationship management experience
• Detail oriented, organized, and self-sufficient
• Exceptional organizational and time management skills
• Ability to adapt and reprioritize in a fast-paced, changing work environment and work on multiple complex initiatives simultaneously

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​To protect our people, brand and assets, a pre-employment background check will be conducted. As part of our selection process, all candidates must clear a criminal background check. Additionally, a credit check and drivers abstract may be required depending on the role.

Schedule: Full time
Shift: Variable
Length of Contract: Not Applicable (Regular Position)
Work Location: 1 Mount Pleasant (083), Toronto, ON
Travel Requirements: None
Background Check(s) Required: Criminal Record and Credit Check 
Posting Category/Function: Banking & Operations
Requisition ID: 322901

At Rogers, we believe the key to a strong business, is a diverse workforce where equity and inclusion are core to making everyone feel like they belong. We do this by embracing our diversity, celebrating our different perspectives, and working towards creating environments that empower our people to bring their whole selves to work. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential by removing any barriers for equal participation. We work with our candidates who are experiencing a disability throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You matter to us! For any questions, please visit the Recruitment Process FAQ.  

Posting Notes:  Rogers Bank