Bilingual Customer Payments Specialist

About the role

You are a key member of the Customer Payments team, taking ownership of end-to-end management of customer payments to ensure seamless and accurate processing. You will act as the primary liaison for clients, addressing inquiries and resolving payment-related issues with clarity and professionalism. This role requires you to uphold the highest standards of compliance while driving efficiency in daily workflows. You will collaborate closely with internal stakeholders to implement improvements that elevate the customer experience. Your proactive mindset will help identify potential risks and mitigate them before they impact operations. You are responsible for maintaining detailed records and generating insightful reports to support decision-making. Ultimately, you will contribute directly to strengthening customer trust and satisfaction through meticulous execution of payment services.

Key facts

What you'll do

Coordinate and execute the complete processing lifecycle for customer payments, verifying accuracy and adherence to institutional standards.

Implement robust quality control measures to validate payment details, ensuring all transactions meet regulatory and internal compliance requirements.

Leverage specialized banking systems to input, update, and monitor payment activities, maintaining meticulous records for audit purposes.

Analyze transactional data to identify discrepancies, resolve exceptions, and escalate complex issues to relevant departments promptly.

Serve as the main communication hub for clients, responding to inquiries about payment status, methods, and timelines with clarity and patience.

Collaborate with cross-functional teams to streamline payment procedures, introducing enhancements that boost productivity and reduce errors.

Monitor key performance indicators related to payment processing, providing feedback aimed at continuous improvement of workflows.

Utilize problem-solving skills to navigate intricate payment scenarios, applying institutional knowledge to deliver timely and effective solutions.

Support the development and execution of training materials for new team members, fostering a culture of knowledge sharing.

Assist in the periodic review of operational policies to align with evolving industry regulations and best practices.

Provide backup coverage for related functions within the Customer Payments domain, demonstrating flexibility and comprehensive understanding.

Champion initiatives that promote a customer-centric mindset across the payment processing lifecycle.

Contribute to the achievement of departmental and organizational objectives by fulfilling assigned responsibilities with high reliability.

Act as an ambassador for the bank's values, reinforcing its reputation for integrity and innovation in financial services.

Requirements

You are authorized to work in Canada without sponsorship, ensuring immediate availability for the role.

You possess a high school diploma or equivalent educational certification as a minimum academic requirement.

You have accumulated at least one year of relevant customer service or payment processing experience in a financial environment.

You demonstrate advanced proficiency in both English and French, capable of communicating effectively in writing, speaking, and listening.

You exhibit strong numerical skills, allowing you to manage calculations, verify amounts, and reconcile transactions accurately.

You are comfortable navigating multiple software applications and learning proprietary banking systems with agility.

You maintain a professional demeanor, with excellent verbal and written communication skills tailored to diverse audiences.

You uphold a meticulous approach to detail, ensuring all documentation and transactions are error-free and compliant.

You are prepared to work within the standard business hours as defined by the operational needs of the department.

Nice to have

Previous experience within the Canadian banking sector, particularly in roles focused on payments or receivables.

Familiarity with financial reconciliation processes and the use of ledgers or payment tracking tools.

Understanding of credit union operations or the broader cooperative financial ecosystem in Canada.

Experience working with digital banking platforms and virtual card solutions.

Knowledge of regulatory frameworks relevant to financial services in Canada.

Practical notes

This position operates during standard business hours to ensure alignment with banking operations and customer needs.