Job Title: Senior Client Specialist - Retail
Location: Montréal, Québec, CA
About GardaWorld Cash Services:
GardaWorld Cash Services is the leading provider of customized end-to-end cash solutions in North America, including secure transportation, cash management, cash vault processing, ATM and cash recycler services. As the largest processor of cash, coin and check in Canada and the US, we manage and move over $8B in cash every day serving the financial, commercial, government and corporate sectors.
GardaWorld Cash is headquartered in Boca Raton, Florida, with GardaWorld Cash Canada having headquarters in Montreal, Quebec. We have a team of more than 10,000 cash services professionals, with strategically located secured branches and processing centers across North America, supported by sophisticated technology, 24/7 client support and logistical expertise.
Your mission:
The Senior Client Specialist - Retail oversees client relations, manages escalations, prioritizes communications, and coordinates requests across departments to maintain high client satisfaction through effective service management and proactive problem-solving in a dynamic business environment.
Your responsibilities:
- Act as a privileged intermediary for clients, serving as the primary point of contact for escalations and understanding their needs and requirements.
- Receive, prioritize, and respond to client calls and emails promptly.
- Handle client requests and ensure thorough follow-up, such as new Client, Change of Day, or Addition of Service
- Coordinate various requests between different work teams to ensure seamless service delivery.
- Monitor service quality, prepare monthly reports on negotiated service agreements, and other related reports. (SLA) And missed services: Supporting the customers and indicating when we can resume a service that has not been performed.
- Maintain client profiles in the computer system and generate reports on databases associated with client case management. (Changes request such as change of Owner or Change of Banner)
- Produce, validate, and invoice special service requests accurately.
- Conduct detailed research to resolve issues, complete transactions, billing issues, and support clients with cash management aspects of contracts.
- Support and actively participate in weekly/monthly client meetings with sales teams and Holiday Schedule
- Possess knowledge of accounting principles, including general ledger accounts, debits, credits, (SOM) etc.
- Propose and implement innovative ideas to enhance operational processes.
- Perform other tasks related to achieving customer service excellence and improving client relations.
Skills and abilities required:
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- Strong team player with a proven track record of collaboration and teamwork.
- Preferred: Experience or knowledge in Cash Management and Secure Transport.
- Excellent customer service skills with a focus on delivering exceptional service experiences.
- Bilingual proficiency in English and French (spoken and written).
- Comfortable using CRM systems and proficient in various computer software (e.g., Freshdesk).
- Proficiency in Microsoft Word, Excel, and Outlook.
- Strong organizational skills and ability to manage multiple priorities effectively.
- Exceptional communication skills and strong problem-solving abilities.
- Demonstrates professionalism, autonomy, and adaptability in a fast-paced, evolving environment.
Why choose GardaWorld Cash?
- Competitive salary
- Insurance: drug plan, vision, dental care, life, disability
- Retirement plan
- Work-life balance
- Employee Assistance Program
- Free parking on site
- Corporate discounts
- Dynamic work team
- Global company offering long term career opportunities
- Mentoring, coaching and training opportunities
If you are a self-motivated, ethical individual who has excellent professional judgment and seeks to have a direct impact on the success of the company and grow with it, this is the position for you.
Although all applications will be considered, only those candidates selected will be contacted.