Customer Service Representative – Thornhill Branch

Primary Purpose of the Role/Job 

The Customer Service Representative (CSR) helps advance our Bank’s market position, financial growth and establish Shinhan’s presence in the community. The CSR is a strong relationship builder who is able to develop a rapport with new clients and provide support that will continually improve the relationship and advance our Bank’s presence in the industry. 

Key Responsibilities & Accountabilities 

  • Create a positive “First Impression” by greeting and engaging customers in a range of sales, service and informational conversations
  • Proactively promote Shinhan Bank’s products and services by listening to and identifying the needs of customers
  • Resolve customer problems and concerns promptly, escalating issues as required
  • Provide excellent service to customers to meet their day-to-day banking needs
  • Complete financial transactions; opening/closing/renewing accounts, deposits, withdrawals, bill payments, and other account transactions for customers accurately and efficiently
  • Ensure the necessary due diligence is taken to support the accuracy of all customer transactions
  • Adhere to control standards, identify and manage the risk associated with the customer relationship, including credit risk, operational risk and financial crime (Fraud and Anti-Money Laundering) Risk
  • Manage on reserved cash through currencies possession of Notes and Coins, cash order and shipment, night deposit and brinks deposit
  • Contribute to the achievement of branch KPI objectives by meeting or exceeding individual sales goals
  • Be knowledgeable of and comply with Bank and industry codes of conduct and with securities laws and regulations
  • Identify and refer customers to team members and internal bank partners as appropriate
  • Handle clearing services and remittance (inward, outward and internet banking)
  • Managing branch supplies and expense budget
  • Additional duties as deemed necessary

Job Requirements 

  • A Secondary School Diploma is required, Bachelor’s degree is preferred 
  • Skilled in assessing new and existing customer’s needs, providing quality advice and recommendations
  • Strong interpersonal skills, ability to build quality, long-term relationships with clients
  • Advanced word processing and computer skills (Word, Excel, Power Point etc.)
  • Strong attention to detail
  • Demonstrated skills to effectively organize and prioritize high volume of work
  • Strong teamwork orientation
  • Legally eligible to work in Canada

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