Overview

The CGI Service Desk (CSD) is responsible for providing inbound customer service support, via telephone, email and the web, to SCU clients using CGI’s suite of banking solutions. A team of analysts process queries from member financial institutions ranging from simple “how do I” questions through complex reporting challenges and including technical/networking issues. The CSD is responsible for the SCU’s compliance and adherence to contractual client service SLA’s.

CGI Services to Credit Unions is currently seeking a dynamic candidate for our Service Desk in Halifax to provide in-depth support to credit unions and other financial institutions for CGI’s financial application systems offerings. Key roles in the delivery of this service have been identified in one of the service centre areas, as detailed below.

Your Future Duties And Responsibilities

The analyst will be responsible for handling inbound telephone calls and emails from member financial institutions relating to the functionality and performance of the banking systems CGI provides. Calls may be resolved on the first contact, but may also require extensive investigation and follow-up by the analyst prior to final resolution. The analyst is expected to manage the query from initial contact to final resolution.

To be successful in this role:

The successful applicant should have a university or college degree, preferably in finance or business administration. A combination of education and experience can be substituted for a degree.

Must-Have Skills

  • Computer literacy is a requirement, as is knowledge of computer systems, such as Windows, MS Office
  • Analytical Thinking
  • Credit Unions
  • Detail-oriented
  • Listening
  • Multi-tasking
  • Performs Well Under Pressure

Nice To Have Skills

  • Prior experience in an inbound position with a contact centre
  • Prior banking experience, preferably in the Credit Union field
  • Retail sales/service experience
  • Some technical skills that could be employed in the resolution of technology-related issues

Soft Skills

Must be a creative, self-starter with excellent interpersonal skills as well as strong oral and written communication skills (English and French preferred). The candidate must have the ability to effectively solve problems and operate in a cross-functional team-oriented environment. Must possess strong analytical skills for investigating and resolving complex issues.

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About CGI

Founded in Canada in 1976, CGI has evolved into the country’s largest IT services provider, serving as a long-term, committed partner to clients in Canada and in more than 40 countries around the world. With more than 11,000 professionals across Canada, we work where our clients do business, providing local responsiveness and accountability that ensure the highest level of service and support. This local presence is backed by the global capabilities of 68,000 professionals, providing the scale and global delivery expertise to support the delivery needs and requirements of our clients.

Major brands across Canada consistently turn to CGI to manage broad, transformative initiatives. We deliver end-to-end services and solutions combined with deep industry experience and have a long track record of achieving the results our clients expect.