Job details

Are you driven by the challenge of supporting your colleagues and sharing your expertise in the Business sector?
Through your recommendations and coaching, would you like to make a meaningful difference for our clients and partners in achieving their sector objectives?

You will be responsible for supporting colleagues in the Commercial Banking Advisory Team in achieving productivity, advisory, customer experience, and compliance targets, in order to ensure a distinctive offering for our clientele.

Your Key Challenges:

• Coach advisors in a hands-on, field-based approach on technical aspects, advisory approach, and support various stakeholders regarding offered products, systems used, application of work processes, compliance, and effective call management
• Formulate recommendations aimed at improving service quality, systems, or processes
• Follow up on activities or interventions to ensure the quality of services delivered
• Analyze files to identify performance insights and guide coaching interventions
• Support advisor development through workshop facilitation or training sessions

More Specifically, You Will Be Required To:

• Provide high-quality, ongoing technical coaching support to advisors
• Ensure the application and compliance with policies, standards, and procedures related to the business sector
• Maintain excellent communication with various stakeholders
• Take calls during contingency periods, thereby keeping your skills up to date
• Accelerate advisor development and ensure their understanding of the various tools, processes, compliance aspects, and products available to them
• Support new advisors during their onboarding in the call center
• Participate in the ongoing development of current advisors

Internal Requirements:

• Completed college diploma in a field related to the sector, with three years of relevant experience
• Strong coaching skills, ability to provide feedback, and effectively communicate knowledge
• Knowledge of Business products
• Proficiency in business-related IT applications
• Competency with experience in: SEE (including TFC-VA) or STEMC
• Demonstrated solid call center experience
• Strong analytical skills and ability to make recommendations
• Autonomy and ability to manage one’s schedule, with availability to work until 8:00 p.m (ET)
• Ability to develop additional support tools (written materials)
• Ability to adapt to change
• Bilingualism (spoken and written) in French and English