Did you know?
The Unclaimed Properties Office (UPO) is responsible for delivering core operational requirements for unclaimed properties, such as Canadian retail debts products and unclaimed bank balances with the aim of reuniting individuals with their rightful monies.
The Unclaimed Properties Office manages over $1 billion in unclaimed properties and have experts ready to serve Canadians in accessing their forgotten funds.

What you will do
Reporting to the Senior Manager, Channel Management and Communications, the Customer Service Analyst will be representing the Unclaimed Properties Office, acting as an ambassador and enabling positive customer experience. You will be the first line of defense in the prevention and detection of fraud, authenticating customers and ensuring confidentiality of Personal Identifiable Information (PII) is maintained.


Specifically, you will:

• Respond to customers inquiries through phone and email channels.
• Initiate and complete customer transactions on the phone when appropriate.
• Provide customers with responses about product information, documentation requirements and how to claim or redeem properties.
• Become a Property subject matter expert (SME), with an understanding of process workflows, procedures, guidelines and documentation requirements
• Create customer cases for UPO back-office when first-call resolution is not possible.
• Collaborate with other experts to resolve escalated inquiries
• Provide support to Communications experts to enable channel shaping through phone, web and email

What you need to succeed
You have advanced customer services skills and expertise, with a first-call resolution mandate, demonstrated problem solving capability to independently manage customer questions, complaints, with the ability to deescalate situations. You have experience using phone, email and data systems. You have strong oral and written communication skills in both English and French. You have patience, strong inter-personal skills and empathy. You have a sound knowledge of spreadsheets, databases and word-processing software. You are committed to learning and self-development. You work effectively individually and in a team environment.


You are also able to:

• exchange information and ideas adapted to the target audience
• motivate self to generate and implement creative solutions and novel ways to organize and share knowledge
• effectively prioritize tasks, while maintaining accuracy, attention to detail and speed

Nice-to-have

• Knowledge of the Bank’s operations related to its role as fiscal agent to the Government of Canada and unclaimed bank balances
• Knowledge of the Canadian financial industry
• Basic accounting and calculations skills
• Experience in B2B and B2C communications

Your education and experience
The position requires a college diploma or higher, with a minimum of 3 years work experience in customer service in a similar industry, or an equivalent combination of education and experience may be considered.

What you need to know

• Language requirement: English and French essential (bilingual) with a minimum starting level of functional (level 4) in second official language. Training may be provided to help reach the required level of fully functional (level 5) in second official language.
• Priority will be given to Canadian citizens and permanent residents
• Security level required: Be eligible to obtain Reliability
• There will be no relocation assistance provided
• Please save a copy of the job poster. Once the closing date has passed, it will no longer be available.

Hybrid Work Model
The Bank offers work arrangements that provide employees with flexibility, enable high-performing teams, and support an excellent workplace culture. Most employees can telework from home for a substantial part of each month as part of the Bank`s hybrid work model, and they are expected on site at the Bank location a minimum of eight days per month to help build connections between colleagues. You must live in Canada, and within reasonable commuting distance of the office.


What you can expect from us
This is a great opportunity to join a leading organization and be part of a high-performing team. We offer a competitive compensation and benefits package designed to meet your needs at every stage of your life and career. For more information on key benefits please visit A great deal to consider.

• Salaries are based on qualifications and experience and typically range from $64,881 to $76,331 (job grade 13)
• The Bank offers an incentive for successfully meeting expectations at 3 to 5% of your base salary. The Bank offers additional performance pay (2%) for those who exceed expectations. Exceptional performers who far exceed expectations may be eligible for higher performance pay.
• Flexible and comprehensive benefits so you can choose the level of health and dental coverage that meets your needs
• Extra vacation days (up to five each year) that you can purchase to add to your vacation entitlement
• Option to join the indexed, defined-benefit pension plan after 24 consecutive months of service

We wish to thank all applicants for their interest and effort in applying for this position. Only candidates selected for interviews will be contacted.