Requisition ID: Join a purpose driven winning team, committed to results, in an inclusive and high:performing culture. Customer Relations Representative, Retail Lending : Dealer Finance Centre One casual position based in Hamilton, ON or Anjou, QC Contributes to the overall success of the Dealer Finance Centre (DFC) by meeting Service Excellence goals for internal and externalcustomers by providing prompt, accurate and professional resolution to all inquiries while adhering to theBank security, operational and compliance procedures and policies. The objective of the role is to handle a high volume of incoming administrative requests by servicing theintake and creation of custom programs as well as filing documents electronically for retail automotiveindirect applications.More specifically, your responsibilities include assisting clients with their concerns, responding to andeffectively resolving their issues. You are responsible for contributing to the provision of human,straightforward and knowledgeable service through your daily interactions to foster a relationship of mutualtrust and confidence with clients and other team members. Is this role right for you? In this role, you will: Performs all Customer Service activities according to established service standard and establishedtargets: stylemargin:bottom:11.0px: : Handling a high volume of incoming dealer and client requests that are a barrier to the retail lendingstaff : Following the Bank's service standard guidelines during all contacts with dealerships, clients,Branches and other Bank departments; : Providing a high level of customer service on all incoming telephone/fax/electronic inquiries fromDealerships Champions a customer focused culture to deepen client relationships and leverage broader Bankrelationships, systems and knowledge by: stylemargin:bottom:11.0px: : Delivering the desired client experience by consistently applying the Service Standards during allclient interactions. : Acquiring and maintaining a detailed knowledge of products and services; : Responding to the client's inquiries fully and effectively resolving clients concerns on the spot and/orescalating as appropriate and in defensively. : Projecting an image on the phone and at all times by ensuring the customer experience is delivered ina professional and friendly manner; : Demonstrating confidence and knowledge by ensuring transactions are thorough and accurate : Demonstrating respect and knowledge in every client interaction; : Participating in and supporting change initiatives; : Contributing to effective team morale and employee relations through positive interactions withteam members and participating in the Applause Program; : Accept responsibilities for sundry assignments Actively pursues effective and efficient operations of their respective areas, while ensuring theadequacy, adherence to and effectiveness of day:to:day business controls to meet obligations withrespect to operational risk, regulatory compliance risk, AML/ATF risk and conduct risk, including butnot limited to responsibilities under the Operational Risk Management Framework, RegulatoryCompliance Risk Management Framework, AML/ATF Global Handbook and the Guidelines forBusiness Conduct by: stylemargin:bottom:11.0px: : Adhering to custody and security procedures and policies at all times; : Adhering to position authorities and Bank policies; : Maintaining punctuality and adhering to designated break and lunch schedule : Complying with regulatory requirements as part of the service process, including Know YourCustomer (KYC), Anti:Money Laundering/Anti:Terrorist Financing (AML/ATF) Privacy andOccupational Health and Safety (OHS) requirements, processes and guidelines; : Reporting immediately any unusual occurrences or fraudulent activity and escalating