Seeing beyond numbers™

At Laurentian Bank, we believe we can change banking for the better. Founded in Montreal in 1846, Laurentian Bank helps families, businesses and communities thrive. Today, we have over 2,800 employees working together as One Team, to provide a broad range of financial services and advice-based solutions for customers across Canada and the United States. We drive results by placing our customers first, making the better choice, acting courageously, and believing everyone belongs.

This role sits within Laurentian Bank.

The Lead PBS Ops Specialist supports the manager to ensure Personal Banking Services operations run smoothly within Laurentian Bank. They are responsible for supporting colleagues in more complex cases in the day-to-day analysis, administration and processing of financial products in accordance with Laurentian Bank standards, policies and procedures. They are also responsible for maintaining and updating reports, as well as responding to internal and external customer inquiries regarding products administered within the department, while ensuring a consistent level of superior customer service.

Responsibilities

• Provides support to team agents in managing priorities and more complex cases
• Reviews all documents and requests for completeness, accuracy and ambiguity
• Analyzes, administers and processes product-specific financial and non-financial transactions in accordance with Laurentian Bank standards, policies and procedures
• Identifies irregularities in applications to be processed and proposes solutions to proceed with transactions based on business line requirements
• Makes recommendations to improve work processes
• Manages the priorities of assigned tasks
• Searches, prepares, processes, reconciles and ensures quality control of all financial and non-financial transactions
• Manages customer files, ensures efficient retrieval of documents, and archives closed files for easy access
• Researches and responds to inquiries from internal and external customers regarding products and processing issues and maintains good working relationships with internal and external customers
• Escalates and makes recommendations to the appropriate authority on any inquiries or issues beyond their scope
• Proposes solutions to any problems encountered in their work and maintains efficiency and quality as a top priority
• Checks the accuracy, clarity and completeness of their own work and the work of other department team members, and ensures compliance with internal and external audits and regulatory requirements
• Completes the daily workload within the deadlines set by Laurentian Bank’s Personal Banking Services and resolves issues with the supervisor
• Attends department meetings and contributes to the planning process to achieve departmental and personal objectives, and communicates any issues or concerns
• Keeps up to date on legislation, policies and procedures relating to products and services
• Participates in special projects and performs any other similar or general duties at the request of their supervisor or as may be required by their duties

Qualifications

• College diploma in administration or a related field

• Minimum 3 years’ professional experience in administration or processing, preferably at a financial institution

• Bilingual (English and French, spoken and written)*

• Strong ability to manage request priorities

• Knowledge of commercial banking products (personal loans, student loans, lines of credit, VISA and other products)

• Excellent attention to detail and accuracy

• Intermediate to advanced MS Excel skills required

• Computer skills in Microsoft Office (Word, Excel and PowerPoint) and Outlook essential

• Familiarity with database systems and ability to learn search functions in back-office processing systems

• Good interpersonal skills

• Excellent customer service skills and ability to communicate information effectively

• Able to work in a high-volume environment with extremely demanding deadlines

• Strong organizational, time management and multi-tasking skills

• Highly motivated by a desire to succeed and grow

• Ability to work effectively with others as part of a team

• Professional working proficiency in French and English languages required as position involves frequent written and oral communication on complex matters with internal and external parties in both languages

What Laurentian Bank has to offer you:

The total compensation offered by Laurentian Bank encompasses a comprehensive range of benefits, highlighting our commitment to the well-being and success of our employees.

Here are some of the key points of our offering:

• The actual annual base salary offered will take into account internal equity, skills, and experience among other factors.
• Total compensation: Earn a comprehensive compensation package that includes annual reviews and performance-based bonuses.
• Work model: We prioritize a hybrid work model based on business needs.
• Stock purchase plan: Become not just an employee, but a Laurentian Bank shareholder. Employer matching takes your investment even further.
• Time off: In addition to paid vacation, we provide floating days and leave options to accommodate the diverse needs of our employees. Plus, as an extra perk, you also get a paid day off to celebrate your birthday.
• Health and wellness: Take care of your health and well-being with access to healthcare professionals, our Employee and Family Assistance Program (EFAP), and a Stress Management and Well-Being Program.
• Group insurance and pension: We offer a competitive insurance program based on your family’s needs and a defined contribution pension plan to help prepare for your future.
• Financial benefits: As a Laurentian Bank employee, you’re also the best ambassador for our products and services. Take advantage of employee-only offers on a wide range of products. Enjoy exclusive deals and preferred rates on products and services including insurance, hotels, train tickets, spas and many more.

We are committed to creating a fulfilling professional environment where your skills are valued, and your well-being is a priority. Join us for a rewarding career at Laurentian Bank.

Inclusion and Accessibility

At Laurentian Bank, we believe everyone belongs. We are committed to fostering an inclusive work environment that reflects the diversity of our customers and our communities and where everyone feels like they belong and can thrive. To this end, we encourage applications from individuals from equity-deserving groups, including Indigenous persons, racialized and persons with disabilities, marginalized genders and the 2SLGBTQIA+ community.

We strive to offer a flexible and accessible work experience that is inclusive of everyone. If at any time you need an accommodation, please let us know.

PIPEDA

We may collect, use or disclose your personal information for the purpose of establishing an employment relationship with you.

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