Bilingual- Fulfillment Officer (12 Month Contract)

Mississauga, ON | Temporary

Job ID: 49925 Industry: Support

Bilingual- Fulfillment Officer (12 Month Contract)

Work Site: Mississauga

Pay Rate: $19.00/hr


Our client is a Canada- based financial services company and is one of Canada’s most prestigious companies to work for. They are seeking a Fulfillment Officer. The role of the officer within the Regulatory Fulfillment team will provides a broad range of operational support and perform general to specialized processes for own functional area within Operations & Technology. The officer supports partner relationship and is responsible for maintaining operational effectiveness to ensure business objectives, Services Level Goals and CEI targets are met. The role of the Regulatory Fulfillment Officer is responsible for reviewing FATCA documentation to ensure completeness, create a legendary customer experience at every interaction and look for ways to contribute to the ongoing improvement of the overall customer experience, handle customer enquiries and escalate complicated enquiries and customer complaints as required. 

Job Accountabilities: 

  • Processing documentation remediation, customer documents and they validate and go through a checklist to look up workflows or issuing letters
  • Candidate will be providing phone support to phone channels or direct customers, there is a phone queue and need to be on ready to take calls when required (could be 2-3 per day but can be sporadic)
  • look up documents and match on procedures and either send out or document communication
  • mail comes in physically and required to scan into system, toggling through about 3 systems and other duties as assigned?
  • Provide sounds assistance and expertise by consistently utilizing established customer service framework 
  • Positively contribute to the overall customer experience and loyalty index in each interaction 
  • Ensure necessary due diligence is taken to respond to inquiries promptly and accurately; proactively providing options and solutions 
  • Ensure customer problems are handled appropriately by utilizing the established partner problem resolution process both internally and externally and escalating when required 
  • Ensure all required processing and enquiries are fulfilled meeting Service Level Goals
  • Provide subject matter expertise for internal and external partners within defined area 
  • Demonstrate flexibility by adapting to change within business area and unit 
  •  Actively participate in daily touch points and work distribution
  •  Be knowledgeable and comply with Bank Codes of Conduct 
  •  Understand and apply bank/service center operating policies and procedures 
  • Complete assigned tasks accurately & within established standards 
  •  Participate fully as a member of the team, promote team effectiveness and contribute to a positive work environment 
  •  Keep others up to date on relevant and useful information related to day to day activities 
  • Support reward and recognition programs throughout the year by recognizing peers and submitting award nominations 
  • Actively participate in performance management process including coaching, career development and utilizing P3, and pulse action planning 
  • Encouraged to support your community by participating in team sponsored events and activities throughout the year when possible
  •  Actively participate in any cross-skilling/ training opportunities 

Job Requirements 

  • Work well independently and as part of a team 
  • Organization skills 
  • Strong analytical skills 
  • Excellent communication skills, both verbal and written are essential 
  •  Must be accurate, resourceful and have a willingness to learn 
  • Customer driven with a focus on providing exceptional customer service at all times
  •  Ability to take ownership of a situation at all times 

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