Overview
Backoffice Operations Analyst Jobs in Toronto, Canada at Rogers Communications, Inc.
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Backoffice Operations Analyst
Looking to join a growing financial services team? Rogers Bank, a subsidiary of Canada’s leading wireless, cable and media company, is expanding and seeking passionate individuals to develop and implement innovative financial solutions and experiences. The bank offers unique cash-back benefits and financing options for Rogers purchases using cutting-edge technology. Interested? Take the next step and consider this opportunity to make a meaningful impact with Rogers Bank.
Who we are looking for:
The Back Office Operations Analyst is a professional who plays an integral role in Rogers Bank’s day-to-day processes by supporting key activities related to Operations, Disputes, and Customer Service. The position will report to the Senior Manager of Back Office and Disputes.
What you will be doing:
- Manage shared Outlook mailboxes for the intake of reports and triaging of technical and or customer issues.
- Support the management and performance of management processes (liaise with vendors to collect the status of evaluations, reporting, and presentations)
- Manage Back Office activities related to training and development processes
- Perform key control oversight QA activities for Back Office and Disputes
- Maintain reporting on KPIs for Back Office and Disputes
- Support the creation of knowledge management materials.
- Track and analyze reject reports for trends and potential training opportunities.
- Support Customer Service with non-designated level exception requests
- Responsible for the onboarding and maintenance of Rogers Bank and third-party employees
- Support the creation of monthly business reports for the Back Office and Disputes
- Accountable for processing all Credit Balance Refund requests via various channels and following Bank procedures when processing high dollar amounts.
- Collaborate with the Compliance team to notify customers of changes to account statuses based on relevant guidelines.
- Support the Finance team with validating payment reversal and transfer requests.
- Review and action the Monthly Non-Canadian Address Report.
- Collaborate with third-party vendors to contact customers with stale dated Credit Balance Refund cheques and document the results of those efforts.
- Retrieve call recordings from a third-party vendor to aid in customer investigations or as apart of operations audit of record retention.
- Strong understanding of ADM, TS2, TCS, and Mastercom platform.
- Based on involvement in daily customer inquiry, resolutions and customer facing work, propose process improvements.
- On rotation for 24/7/365 after hours production issue identification and resolution.
What you have:
- A minimum of 2 years of industry experience in credit card Customer Service and/or Back Office operations
- Competency in Microsoft Word, Outlook, and Excel, and the ability to learn new technologies/systems
- Effective multitasker who can work autonomously
- Strong interpersonal skills with an ability to interact with individuals across the organization
- Exceptional organizational and time management skills
- Excellent communication skills, written and verbal
- Ability to find customer answers quickly and accurately while using multiple resources
What’s in it for you?
We believe in investing in our people and helping them reach their potential as valuable members of our team. As part of our team, you’ll have access to a wide range of incredible resources, growth opportunities, discounts, and perks, including:
- Competitive salary & annual bonus
- Competitive & flexible health and dental benefits, pension plan, RRSP, TFSA, and Stock matching programs.
- Discounts:
Enjoy up to 50% off Rogers Services and Blue Jays Tickets, 25% off TSC items, and a 20% discount on all wireless accessories sold in Rogers stores. - Company matching contributions to charities you support
- Rogers First: priority in applying to internal roles of interest
- Wellness Programs:
- Homewood employee & family assistance program
- Cognitive Behavioural Therapy (CBT) & Virtual therapy sessions
- Low or no-cost fitness membership with access to virtual classes
Title: Backoffice Operations Analyst
Company: Rogers Communications, Inc.
Location: Toronto, Canada
Category:
