About Haventree Bank
Haventree Bank is a Schedule I Canadian bank dedicated to advancing financial security and upward mobility for Canadians underserved by traditional financial services. Through our broker-distributed alternative mortgage and GIC solutions, as well as our growing digital banking platform, we provide straightforward products that support long-term financial well-being and meaningful growth.
As a CDIC-insured, federally regulated bank, we offer the trust and stability of a traditional financial institution while embracing the innovation and customer-first mindset of a modern digital bank.
If you're looking for a place where your work has a direct impact, your ideas are valued, and innovation is encouraged, Haventree Bank is the place for you.
Position Summary:
Reporting to the Senior Manager, Client Experience, the Bilingual Client Services Officer is responsible for delivering exceptional customer service and operational support. This role involves assisting clients with a wide range of banking needs, including assistance with day-to-day banking transactions, servicing deposit accounts, and supporting lending products. The Bilingual Client Services Officer maintains a high standard of accuracy and regulatory compliance while fostering strong client relationships through a proactive approach to understanding needs and resolving issues efficiently. With a focus on both service excellence and operational efficiency, this role contributes to the overall success of the bank and enhances the client experience. This role requires flexibility to work scheduled shifts, including early morning, daytime, and evening shifts, based on business and client service needs.
Major Duties & Responsibilities:
Customer Support & Inquiry Handling
- Serve as the first point of contact for clients via phone, email, or live chat
- Address inquiries related to account balances, transactions, online banking, and general services.
- Troubleshoot digital banking issues and escalate technical problems as needed.
Issue Resolution
- Investigate and resolve client concerns efficiently and empathetically.
- Ensure timely follow-up and escalate complex issues to appropriate teams.
Product & Service Guidance
- Provide information on banking products such as accounts, GICs, and secured loans.
- Educate clients on digital tools and self-service options, including processing transactions.
- Support account maintenance and identify opportunities for specialist referrals.
Client Relationship Management
- Build rapport with clients by delivering personalized and attentive service.
- Maintain accurate records of client interactions in CRM systems.
- Support client retention by ensuring a positive and consistent service experience.
Compliance & Security
- Verify client identity and follow security protocols to protect sensitive data.
- Adhere to AML/ATF regulations and report suspicious activity as required.
Administrative Support
- Update client information and service requests in internal systems.
- Assist with documentation and follow-up communications.
Qualifications & Experience:
Degrees, Diplomas & Certifications:
The position requires a college diploma or equivalent.
Years and Range of Experience Required to Perform the Job:
- The position requires at least 1-2 years of experience in a financial services or banking environment.
- Familiar using CRM systems, digital banking platforms, and remote communication tools.
- Understanding of deposit and lending products.
- Proficient in Microsoft Office and comfortable working in a paperless environment.
- Strong verbal and written communication skills; ability to handle high call volumes and de-escalate issues.
- Experience resolving client issues efficiently and empathetically.
- Comfortable with repetitive tasks and be able to multi-task.
- Ability to work in a fast-paced, team-oriented environment with performance metrics.
- Bilingual in French and English mandatory
While we thank everyone for their interest in Haventree Bank, please note that only candidates selected for an interview will be contacted. Haventree Bank is committed to providing accommodation when needed. If you require an accommodation, we will work with you to meet your needs.
- As a job candidate, our recruitment process includes collecting personal information. Please click the link here to review our Privacy Policy. Privacy Statement | Haventree Bank
- Stay in touch with us, if this position is not the right one for you – please click on this link for other roles at Careers | Haventree Bank or follow us on LinkedIn at www.linkedin.com/company/haventree-bank/
- Haventree Bank embraces equal opportunity, diversity, and inclusion. Please let us know if you require any accommodations during the recruitment and selection process by contacting accessibility@haventreebank.com
