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NOC Code: NOC Code: 6551 Occupation: Customer services representatives - financial institutions
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.
  • 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 Reading 1 2 3
Writing Writing 1 2
Document Use Document Use 1 2 3
Digital Technology Digital Technology 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.

  • Read bulletins about new products and services. (1)
  • Read promotional posters. (1)
  • Read memos about changes made to accounts. (1)
  • Read notes from supervisors containing specific instructions or information. (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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  • Write reminder notes. (1)
  • Record details of discrepancies in customer accounts. (1)
  • Write explanations for client's stop payment requests. (2)
  • 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)
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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)
  • Read lists of numeric codes. (2)
  • Read and compare lists of rates associated with different bank services. (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)
  • Enter information in a timesheet or schedule to keep track of hours worked. (2)
  • Read tables containing information about various financial products. (2)
  • Fill out forms to permit access to safety deposit boxes. (2)
  • Read and interpret graphs and charts in RRSP information packages. (3)
  • Fill out investment certificates and Registered Retirement Savings Plan (RRSP) applications. (3)
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Digital Technology
  • Use computer applications. For example, use special keying sequences to process transactions on customer accounts. (1)
  • Use a database. For example, find information on customer names, addresses and account numbers in a database. (2)
  • Use bookkeeping, billing and accounting software. For example, process and review transactions and update bankbooks. (2)
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Oral Communication
  • Receive instructions or requests from customers and supervisors. (1)
  • Answer customer questions. (1)
  • Ask co-workers or supervisors for information or help. (1)
  • 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)
  • Address customer complaints. (2)
  • Inform supervisors of unusual situations and problems. (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
  • Count, add and subtract money during banking transactions. (1)
  • Take in money from customers to deposit to accounts, pay bills or make investments. (1)
  • Withdraw money from customers' accounts at their request. (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)
  • 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)
  • Information is missing from a customer's account. Check files and talk to co-workers to locate the missing documentation. (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)
  • 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)
  • Contact different branches or the Help Centre to trace an account entry. (2)
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