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Position title: Financial Services Representative (one-year term, four positions)

File: FCC214-12/13

Location: Regina, Saskatchewan

Closing date: Thursday, November 29, 2012

Division: Partners and Channels

Language requirement: English

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 an equivalent combination).

These competencies describe the required behaviours and expectations for the position:

ORGANIZATIONAL COMPETENCIES		JOB COMPETENCIES
Agility Understands 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 experience Regularly interacts with customers and/or co-workers with specific objectives in mind and sustains contact even when no specific situations or issues demand it. Initiative Sets and works toward meeting challenging goals that require some stretch but are not unrealistic or impossible to attain. Learning and innovation Takes 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 focus Checks 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 partnership Keeps 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.		Customer business sense Works together with customers to provide recommendations. Provides straight-forward knowledge and advice to customers. Delivering service and quality Monitors 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 communication Pays 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-making Reviews 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. Product, service and solutions focus Demonstrates 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.

ORGANIZATIONAL COMPETENCIES

JOB COMPETENCIES

Agility
Understands 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 experience
Regularly interacts with customers and/or co-workers with specific objectives in mind and sustains contact even when no specific situations or issues demand it.

Initiative
Sets and works toward meeting challenging goals that require some stretch but are not unrealistic or impossible to attain.

Learning and innovation
Takes 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 focus
Checks 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 partnership
Keeps 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.

Customer business sense
Works together with customers to provide recommendations. Provides straight-forward knowledge and advice to customers.

Delivering service and quality
Monitors 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 communication
Pays 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-making
Reviews 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.

Product, service and solutions focus
Demonstrates 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.