Sr Advisor, Complaints & QA

Date: Sep 10, 2021

At Rogers, we connect Canadians to a world of possibilities and the memorable moments that matter most in their lives. Every day we wake up with one purpose in mind. To bring loved ones together from across the globe. To connect people to each other and the world around them. To help an entrepreneur realize their dream. A sports fan celebrate a special moment.

Because we believe connections unite us, possibilities fuel us, and moments define us.

 

As we grow our team, the well-being of our team members remains our top priority. To ensure the health and safety of our team members, including those in the recruitment process, our team members are temporarily working from home.

Reporting to the Senior Manager of Customer Complaints & Quality Assurance (QA), and working with the Customer Operations team, the Senior Advisor, Customer Complaints & QA, supports Rogers Bank by contributing to day to day customer complaints management and project related work, related regulatory administration and QA practices. The successful candidate will leverage their exceptional customer service skills and understanding of the Bank’s procedures and financial industry’s regulatory requirements to support the management team.

 

What you will do:


Customer Complaints

  • Assist with the management of customer complaints, using the practices defined in Rogers Bank’s Complaints Handling Process (CHP).
  • Responsible for speaking to customers in French or English with complaints at the Bank Management level via phone, email or letter as required by the situation to understand customer concerns and resolve their complaints.
  • Complete detailed research of complaints cases relating to allegations of regulatory concern and drawing conclusions based upon this research.
  • Work closely with the Bank Ombudsman Office and Bank Operations on complaints related matters.
  • Identify process improvement and other change recommendations to enhance the customer experience and the Bank’s CHP, and report these findings to the management team. 
  • Assist with delivering training on the Bank’s CHP and related topics at the Bank and its contact centres.
  • Participate in collaborative work led by the management team towards compliance with regulatory and supervisory frameworks.  
  • Complete project related tasks required to deliver changes to the CHP required to maintain compliance with regulations as they change 
  • Contribute to complaints reporting and other submissions as required to the Financial Consumer Agency of Canada (FCAC) and other regulatory bodies.   

 

Compliance, Quality Assurance and Customer Experience

  • Work with the management team on indirectly leading an outsourced contact centre team of managers who operationalize CHP & QA processes for Rogers Bank. 
  • Complete recurring assessments of the Bank’s contact centre’s customer interactions or administrative work to ensure delivery of an exceptional Customer Experience and adherence to the Bank’s SOPs and regulatory requirements. 
  • Analyze data from QA forms, surveys, complaints and customer feedback to provide and identify, recommend, and implement process improvement suggestions to improve the Bank’s Customer Experience.
  • Daily, weekly, and monthly audit functions.
  • On rotation for 24/7/365 after-hours production issue identification and resolution.
  • Open to the occasional requirement for a flexible schedule – be available to support our customers when needed
  • Perform other duties and special projects as assigned. 

 

What you will bring:

  • Post-secondary education or equivalent experience.  
  • Exceptional customer service skills with a minimum of 2-3 years industry experience in customer service within the Financial Services, telecommunications, or similarly regulated industry. 
  • Strong interpersonal skills with the ability to handle difficult situations – specifically phone conversations.
  • Familiarity with the FCAC and other regulatory oversight of complaints
  • Must have strong analytical and problem-solving skills.
  • Strong research skills.
  • Strong attention to detail and organizational skills.
  • A demonstrated ability to work autonomously with minimum supervision.
  • Ability to adapt quickly to changing priorities. 
  • Ability to meet quantitative and qualitative goals.
  • Working knowledge of Microsoft Office tools 
Schedule: Full time
Shift: Day
Length of Contract: Not Applicable (Regular Position)
Work Location: 350 Bloor Street East (299), Toronto, ON 
Travel Requirements: Up to 10%
Posting Category/Function: Banking & Operations
Requisition ID: 244358
 
Together, we'll make more possible, and these six shared values guide and define our work:
 
  1. Our people are at the heart of our success
  2. Our customers come first. They inspire everything we do
  3. We do what’s right, each and every day
  4. We believe in the power of new ideas
  5. We work as one team, with one vision
  6. We give back to our communities and protect our environment
 

What makes us different makes us stronger. Rogers has a strong commitment to diversity and inclusion. Everyone who applies for a job will be considered. We recognize the business value in creating a workplace where each team member has the tools to reach their full potential. At Rogers, we value the insights and innovation that diverse teams bring to work. We work with our candidates with disabilities throughout the recruitment process to ensure that they have what they need to be at their best. Please reach out to our recruiters and hiring managers to begin a conversation about how we can ensure that you deliver your best work. You matter to us! For any questions, please visit the Rogers FAQ.

 
Posting Notes:  Corporate 


Job Segment: Telecom, Telecommunications, Law, Bank, Banking, Technology, Legal, Finance

Location: Toronto, ON, CA

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