Operations Officer, Digital Banking (6 Months Contract)

Join a Challenger

At EQB, we're remaking banking so every Canadian gets ahead, every day. Serving nearly 4 million Canadians from coast to coast, we offer a wide variety of financial services from banking and lending, to trust and credit union solutions. And as the exclusive financial partner of Loblaw Companies Limited's PC Optimum™ loyalty program, we're woven into the daily lives of more than 18 million members across Canada.

We've been at this since 1970, challenging the conventions of traditional banking with smarter, faster, and more connected financial experiences.

What's kept us moving? The people behind it all: challengers who ask better questions, push back on old assumptions, and look for a better way forward.

If you're driven to help reshape how banking works for Canadians and the businesses that power our economy, this could be your next big opportunity. We can’t wait to get to know you!

We can’t wait to get to know you!

The Work

Reporting to the Manager, Support Operations, the Operations Officer is responsible for a variety of functions within the Digital Banking group that include client onboarding, problem resolution, customer communication, processing of transactions, and data input. The Officer is responsible for performing the role with a high degree of accuracy and with a superb level of customer service and professionalism.

20% Customer Service

• Perform a high level of Customer Service by promptly responding to client inquiries received from the Contact Centre, Fraud Group or directly from clients.
• Ensure customer satisfaction; must be well versed in product knowledge and features as well as policies and procedures.
• Resolving any issues that may arise and escalating as needed.

30% Client Onboarding Review and Input

• Facilitate the regulatory onboarding of customers in an efficient, compliant, and client-centric manner. Rapidly triage and escalate complex issues to management for resolution.
• For each application being processed; ensure all required record keeping documentation has all been received in good order.
• Confirm receipt of initial deposit and resolving discrepancies or recommending exceptions where and when appropriate.
• Input the deposit details accurately into the banking system.

50% Processing

• On a daily or periodic basis, Officers must review & process:
• Cheque deposits.
• Incoming EFTs.
• Returned items.
• Transfer-In and Transfer-Out requests for Registered Retirement Savings Plan (RRSP) & Tax-free savings account (TFSA).