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OSP Occupational Profile

OSP Occupational Profile

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NOC Code: NOC Code: 1433 Occupation: Customer Service Representatives - Financial Services
Occupation Description: Occupation Description:
Customer service representatives in this unit group process customers' financial transactions and provide information on related banking products and services. They are employed by banks, trust companies, credit unions and similar financial institutions. Customer service representatives in this unit group process customers' financial transactions and provide information on related banking products and services. They are employed by banks, trust companies, credit unions and similar financial institutions.

  • Click on any of the Essential Skills to view sample workplace tasks for this occupation.
  • Skill levels are assigned to tasks: Level 1 tasks are the least complex and level 4 or 5 tasks (depending upon the specific skill) are the most complex. Skill levels are associated with workplace tasks and not the workers performing these tasks.
  • Scroll down the page to get information on career planning, education and training, and employment and volunteer opportunities.

Table will display the Skill Level for the Noc specified
Essential Skills Essential Skills Levels
Reading Text Reading Text 1 2 3
Writing Writing 1 2
Document Use Document Use 1 2 3
Computer Use Computer Use 1 2
Oral Communication Oral Communication 1 2
Money Math Money Math 1 2 3
Scheduling or Budgeting and Accounting Scheduling or Budgeting and Accounting 1 2
Measurement and Calculation Measurement and Calculation 1
Numerical Estimation Numerical Estimation 1 2
Job Task Planning and Organizing Job Task Planning and Organizing 1
Decision Making Decision Making 1 2 3
Problem Solving Problem Solving 1 2 3
Finding Information Finding Information 1 2


  • The skill levels represented in the above chart illustrate the full range of sample tasks performed by experienced workers and not individuals preparing for or entering this occupation for the first time.
  • Note that some occupational profiles do not include all Numeracy and Thinking Essential Skills.

If you would like to print a copy of the chart and sample tasks, click on the "Print Occupational Profile" button at the top of the page.


Reading Text
  • Read promotional posters. (1)
  • Read memos about changes made to accounts. (1)
  • Read notes from supervisors containing specific instructions or information. (1)
  • Read bulletins about new products and services. (1)
  • Read bank circulars regarding fraud warnings or updates in procedures, policies and products. (2)
  • Read training manuals. (3)
  • Read bank policy and procedures manuals. (3)
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Writing
  • Record details of discrepancies in customer accounts. (1)
  • Write reminder notes. (1)
  • Complete statements for each type of service to customers and enter these into customer files. (2)
  • Write memos to the main branch requesting specific information about a customer's account. (2)
  • Write explanations for client's stop payment requests. (2)
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Document Use
  • Read bank books. (1)
  • Read signature card labels which contain information about the customer and the type of account. (1)
  • Enter information in a timesheet or schedule to keep track of hours worked. (2)
  • Read lists of numeric codes. (2)
  • Read tables containing information about various financial products. (2)
  • Read and compare lists of rates associated with different bank services. (2)
  • Fill out forms to permit access to safety deposit boxes. (2)
  • Fill out night deposit slips and foreign exchange transaction summaries. (2)
  • Fill out withdrawal, deposit and rapid transfer forms, debit and credit memos, stop payment forms, deposit and withdrawal slips. (2)
  • Read investment and credit rate bulletins. (2)
  • Fill out investment certificates and Registered Retirement Savings Plan (RRSP) applications. (3)
  • Read and interpret graphs and charts in RRSP information packages. (3)
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Computer Use
  • Use computer applications. For example, use special keying sequences to process transactions on customer accounts. (1)
  • Use bookkeeping, billing and accounting software. For example, process and review transactions and update bankbooks. (2)
  • Use a database. For example, find information on customer names, addresses and account numbers in a database. (2)
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Oral Communication
  • Answer customer questions. (1)
  • Ask co-workers or supervisors for information or help. (1)
  • Receive instructions or requests from customers and supervisors. (1)
  • Inform supervisors of unusual situations and problems. (2)
  • Address customer complaints. (2)
  • Discuss options with customers to help them select the type of account or service which fits their needs. (2)
  • Greet customers, offer assistance and ask for additional information when required. (2)
  • Participate in meetings with supervisors and co-workers to discuss how best to provide service to customers. (2)
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Money Math
  • Withdraw money from customers' accounts at their request. (1)
  • Take in money from customers to deposit to accounts, pay bills or make investments. (1)
  • Count, add and subtract money during banking transactions. (1)
  • Calculate foreign exchange conversions and service fees. (2)
  • Rent safety deposit boxes to senior citizens, prorating yearly fees and applying seniors' discounts. (3)
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Scheduling or Budgeting and Accounting
  • Record financial transactions on computer systems. (1)
  • Make calculations to determine which type of account will be most suitable for a client's use, based on cost and convenience. (2)
  • Record and balance all transactions at the end of the day. (2)
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Measurement and Calculation
  • Take counts for reports such as the number of cheques or bills processed. (1)
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Numerical Estimation
  • Estimate the amount of money to order, ship or keep every day. (2)
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Job Task Planning and Organizing
  • Customer service representatives' in this unit group schedules are determined by the volume of people coming to the bank. While customer service takes priority, there are many duties that do not involve customers directly, such as keeping records updated. When there are no customers, the customer service representatives in this unit group do filing and record-keeping, tidy their work space or restock their wickets. (1)
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Decision Making
  • Decide whether to open an account for clients who do not have appropriate identification. (2)
  • Decide whether or not to deposit a cheque to a customer account with a 'hold' on the cheque. (2)
  • Decide whether to cash a cheque for a client when it bears an unknown signature or a large value. (3)
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Problem Solving
  • The customer line up is moving too slowly. Cut unnecessary conversation with the customers and refer complex matters to the service desk. (1)
  • Information is missing from a customer's account. Check files and talk to co-workers to locate the missing documentation. (2)
  • An irate customer is not happy with the service or with bank procedure. Discover the source of unhappiness and provide a remedy if possible. (2)
  • Payments have not been properly credited to a customer's account. It may be necessary to undertake tracing procedures. (2)
  • The cash does not balance at the end of the day. Try to find the error. If an error is not found, may have to reimburse the difference. (3)
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Finding Information
  • Ask supervisors or co-workers for information which will help solve a problem with a transaction. (1)
  • Contact different branches or the Help Centre to trace an account entry. (2)
  • Search through files, bankbooks, computer printouts and forms to get information on a customer's account. (2)
  • Use bank policy and procedure manuals to find specific information. (2)
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