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 Quality Analyst will be involved in measuring the level of quality provided by employees to customers as defined by the specific quality standards outlined for the Collections and Recovery team. The Quality Analyst will provide ongoing feedback to the Assistant Manager advising of key areas of success and areas for improvement. The Quality Analyst will ensure adherence to established Policies and Procedures
Responsibilities
Monitor and evaluate the quality of client interactions based on established standards, policies, and procedures.
Analyze and communicate the quality results and trends to Assistant Manager.
Ensure all deliverables are completed within pre-established timelines.
Maintain a high level of knowledge and understanding of LBCFG systems, products, services, current legislation, policies, service agreements, relevant to the operations of the bank and collection practices.
Support the evaluation and improvement of the bank's quality program.
Participate in special projects and tasks as needed.
Report to the Assistant Manager of Quality Control all situations that pose a risk to the bank, including but not limited to reputational risk, risk of loss, customer complaints, procedural and audit risk.
Will remain informed on all Compliance and Regulatory changes that impact the team.
May be required to participate in presentations and trainings.
Qualifications
University Degree or college diploma in business or a related field
Minimum 3 years relevant experience in collections and within a financial institution
Successful completion of Credit Management courses or designation through the Credit Institute of Canada is an asset.
Any relevant combination of experience and education will also be considered.
Bilingualism* is a must for this position.
Excellent written and verbal communication skills with the ability to communicate complex ideas and concepts.
Knowledge of LBCFG products and procedures
Proficiency with Microsoft Office
Excellent time-management, interpersonal and organizational skills are required for the role.
Ability to adapt quickly to change
Focus on Problem Solving
Analytical, result-oriented, self-motivated, and diplomatic
Ability to multi-task and meet tight deadlines
Stress tolerance and adaptability
- Professional working proficiency in French and English languages required as position involves frequent written and oral communication on complex matters
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.
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