Représentant, relations clients

About the role

Natbank, a U.S. subsidiary of National Bank of Canada, operates strategically located branches across Florida to deliver tailored banking solutions and cross-border financial expertise that enable clients to manage their finances seamlessly between Canada and the United States. Our success is built on lasting client relationships, exceptional service, teamwork, and a constant commitment to helping clients achieve their financial goals. Joining Natbank means becoming part of a dynamic, collaborative, customer-centric team where your contributions have a tangible and meaningful impact every day.

Responsibilities

• Establish and maintain personalized, trusting client relationships.
• Support the branch’s transactional activities.
• Identify client needs and direct them to the appropriate representative or specialist.
• Promote Natbank’s products, services, and solutions, advising clients on choices that best meet their needs.
• Inform and explain to clients and stakeholders the policies, procedures, features, and benefits of offered products and services.
• Respond efficiently, professionally, and promptly to client calls, inquiries, and requests.
• Conduct necessary research to provide accurate and appropriate answers to client questions.
• Refer clients to the appropriate contacts and ensure follow-up on files as needed.
• Resolve client issues or concerns with a focus on satisfaction.
• Take initiative in the workplace and contribute to continuous process improvement by proposing solutions and recommendations.
• Ensure compliance with applicable policies, standards, procedures, and regulatory requirements.
• Perform any other related tasks or ad hoc assignments entrusted by the branch manager.

Your main challenges

• Ensure customer satisfaction and uphold the Bank’s professional image by delivering personalized, courteous, and efficient service.
• Promote the Bank’s various products and services to strengthen customer loyalty.
• Welcome clients and facilitate communications by providing a positive and professional experience.

Education and regulatory compliance

• Complete all mandatory training within the first month of employment, including (but not limited to) training on Anti-Money Laundering and Combating the Financing of Terrorism (BSA/AML/CTF) and OFAC sanctions, in accordance with Bank policies and procedures.

Qualifications and skills

• College diploma preferred.
• 1 to 2 years of experience in customer service.
• Ability to interact effectively with various levels of management.
• Demonstrated experience in customer service.
• Proficiency with IT tools and comfort using digital technologies and tools.
• Excellent interpersonal skills and strong team orientation.
• Adaptability to diverse situations and a changing environment.
• Capacity to manage multiple requests simultaneously while respecting priorities.
• Languages: French and English.
• Skills: Learning agility, brand ambassadorship, customer focus, oral communication, empathy, digital literacy, results orientation, attention to detail, teamwork.