Position title: Financial Services Representative (14-month term, bilingual)
Location: Regina, Saskatchewan
Closing date: Monday, August 19, 2013
Division: Partners and Channels
Language requirement: Bilingual
Exceptional customer service skills needed
Provide customer and financial services in a busy contact centre. You’ll process loan applications, analyze credit information and make credit decisions, and respond to customer inquiries. You may also be asked to interview customers to help assess their needs. You have a degree in agriculture or business administration and at least three years of related experience (or equivalent). Fluency in both official languages is required.
These competencies describe the required behaviours and expectations for the position:
|ORGANIZATIONAL COMPETENCIES||JOB COMPETENCIES|
AgilityUnderstands and responds to organizational needs by looking for opportunities to improve, and modifying approach appropriately. Makes decisions to act in the best interest of the organization.
Customer experienceRegularly interacts with customers and/or co-workers with specific objectives in mind and sustains contact even when no specific situations or issues demand it.
InitiativeSets and works toward meeting challenging goals that require some stretch but are not unrealistic or impossible to attain.
Learning and innovationTakes action that deviates from established practice, but aligns with organizational norms. Asks probing questions to gain additional perspectives and background information to enhance employee and customer experience. Picks up on intangibles.
Solution focusChecks the initial assessment of a situation to ensure accuracy, relevancy and lack of bias. Links together relevant concerns when resolving problems and identifies patterns, trends or missing pieces of information.
Teamwork and partnershipKeeps team members or partners informed and up-to-date about group processes, individual actions, or influencing events. Promotes good working relationships regardless of personal likes or dislikes.
Delivering service and qualityMonitors own work and the work of others for service and quality by keeping records of alterations, changes and variations from accepted service and quality standards and commitments.
Effective communicationPays attention to what others are saying by listening actively and attentively. Remains calm and rational when challenged, and is able to understand other people’s points of view and respond in a practical and professional manner.
Identifying, planning and executing Initiates activities involving others, organizing work to maximize overall efficiency and effectiveness while ensuring high-quality output. Develops plans to optimize available resources and adjusts decisions as required.
Judgment and decision-makingReviews various alternatives before making decisions. Is able to think quickly in challenging situations. Suspends judgment and looks for the most effective, efficient and productive course of action.
Knowledge sourcing and sharingGathers or acquires knowledge – Keeps aware of the latest information in agriculture and finance. Actively keeps skills and knowledge current on an ongoing basis. Shows curiosity by exploring beyond the immediate issue. Frequently asks others for their knowledge, both formally and informally. Gathers or acquires knowledge from a wide range of sources.
Product, service and solutions focusDemonstrates in-depth knowledge of the organization’s products and services and is able to adapt them, within limits, to meet customer needs. Makes acceptable modifications to address each customer’s specific situation.