Customer Retention: Proactively engage with merchants to retain loyalty and re-negotiate pricing and contract terms, ensuring customer profitability while balancing business margins.

Inbound Call Management: Handle a high volume of inbound calls efficiently, providing courteous, professional, and knowledgeable service.

Problem Resolution: Quickly defuse customer escalations by building strong rapport and ensuring problems are handled appropriately, escalating complex issues when necessary.

Sales & Referrals: Utilize strong financial acumen to analyze merchant metrics, present appropriate solutions, and proactively identify sales opportunities for products and services.

Operational Excellence: Achieve planned adherence and average handle time goals, manage administrative tasks efficiently, and ensure all related requests are completed within established timeliness.

Compliance & Quality: Maintain above-average standards for call quality control and adhere to all credit and pricing policies.

Qualifications
Must-Have

Bilingualism: Mandatory fluency (verbal and written) in both French and English.

Experience: 1–2 years of overall professional experience, with a strong background in customer-facing roles.

Communication & Negotiation: Superior verbal communication skills and proven superb negotiation skills with the ability to maintain tact, diplomacy, and patience.

Environment Adaptability: Proven ability to work effectively and multitask in a fast-paced, high-volume environment.

Soft Skills: Strong problem-solving orientation, excellent listening skills, and ability to work effectively under minimal supervision.

Nice to Have

Prior experience in a Call Centre or Banking/Financial Services branch environment.

Direct experience with sales or customer retention goals.

Knowledge of the Merchant Services industry, including practices and procedures related to Visa and MasterCard.

Summary
If you are interested in the business analyst role, please apply online today!

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.