Customer Relationship Officer

About the role

At Natbank, we are driven by a passion for people and a commitment to making a positive impact in the lives of our clients, employees, and communities. As a U.S.-based subsidiary of National Bank of Canada, we foster an inclusive, collaborative, and growth-oriented environment where employees are empowered to develop their careers while delivering exceptional client experiences. Joining Natbank means becoming part of a dynamic team that values integrity, teamwork, innovation, and a client-first approach, while offering opportunities to learn, grow, and contribute to meaningful success every day.

Responsibilities

• Build and maintain strong, personalized relationships with clients to deliver an exceptional banking experience.
• Support a variety of daily banking and transactional activities while ensuring accuracy and efficiency.
• Identify client needs and refer them to the appropriate banking specialist or resource.
• Promote the Bank’s products, services, and digital solutions, and guide clients toward options that best meet their financial needs.
• Educate clients and stakeholders on the features, benefits, policies, and procedures related to the Bank’s products and services.
• Respond promptly and professionally to client inquiries, requests, and concerns through various communication channels.
• Conduct research and gather information necessary to provide accurate and timely responses to client questions.
• Coordinate referrals and follow up on client requests to ensure seamless service delivery.
• Resolve client issues and concerns in a professional manner, striving to achieve the highest level of customer satisfaction.
• Demonstrate initiative and a proactive approach by identifying opportunities to improve processes, service quality, and operational efficiency.
• Ensure adherence to all Bank policies, procedures, regulatory requirements, and compliance standards.
• Perform other related duties and special projects as assigned by the Branch Manager.

Your main challenges

• Ensure customer satisfaction and uphold the Bank’s professional image by delivering personalized and efficient service.
• Promote the Bank’s products and services to strengthen customer relationships and loyalty.
• Serve as the first point of contact for clients by welcoming them and facilitating effective communication and assistance.

Training and regulatory compliance requirements

• Attend all mandatory training within the first month of employment, including, but not limited to, BSA/AML/CTF and OFAC training, in accordance with the Bank’s policies and procedures.

Qualifications

• College degree preferred.
• 1 to 2 years of customer service experience.
• Ability to effectively interact and communicate with various levels of management.
• Proficiency with computer systems and digital tools, with the ability to quickly learn new technologies.
• Excellent interpersonal and communication skills, with a strong team-oriented approach.
• Ability to adapt to changing situations and work effectively in a dynamic environment.
• Strong organizational skills with the ability to manage multiple priorities and requests simultaneously while maintaining attention to detail.
• Languages: French, English.

Skills

• Brand Ambassadorship
• Client-focused
• Detail-oriented
• Digital literacy
• Driving Results
• Empathy
• Learning Agility
• Oral Communication
• Teamwork

Benefits

• In addition to competitive compensation, you’ll be eligible for a wide range of flexible benefits.