Customer Support Representative

Butterfield Support Services (Canada) Limited provides centralized shared services and support to the Butterfield Group in the areas of Finance and Accounting, Human Resources, Information Technology, Operations, Client Services and Compliance. Operating in multiple jurisdictions, we focus on results, value relationships, and celebrate success. If this sounds like your kind of company, then consider this opportunity to become part of a collaborative team of professionals at the world’s leading, independent offshore bank and trust company.

Customer Support Representative

Reporting to the Team Lead, Customer Support Team, the Customer Support Representative will be the liaison between our company and its customers. The successful candidate will effectively solve customer issues, complaints, and inquiries; keeping customer satisfaction at the core of every decision and behavior.  The Customer Support Representative will provide a high degree of customer service and support to customers for matters regarding banking products and services.

About the Team

The Customer Support team serves as a first point of contact for our clients and has a strong commitment to delivering an exceptional customer experience. The Customer Support team performs a wide range of banking services and first call resolution.

Your responsibilities will include:

• Resolving client queries and requests to completion through electronic and telecommunications channels, i.e. email, internet banking systems, facsimile, and telephone.


• Escalating issues to the appropriate specialist or department.


• Following communication scripts when handling customer interactions.


• Reviewing daily system-generated reports and proactively contacting clients using diplomacy and problem-solving skills in order to resolve a range of issues.


• Approving or declining cheques or debits to overdrawn accounts in accordance with the policies and procedures.


• Remaining current on all Bank products and services, including rates and fees.

Your qualifications and skills include:

• High school diploma or equivalency.


• At least two years’ customer service or customer support experience.


• Strong phone and verbal communication skills.


• Ability to actively listen.


• A customer focused approach with the ability to adapt to different personality types.


• Ability to multi-task, set priorities, and manage time effectively.


• Familiarity with customer service practices and conflict resolution techniques.


• Proficiency with Microsoft Office Suite of applications.

Why Butterfield?

Butterfield is a leading, independent offshore bank and trust company. With more than 1,300 financial services professionals across ten international jurisdictions, the Butterfield experience is enhanced by robust learning and development opportunities and comprehensive benefits. Guided by our core values—approachable, collaborative, empowered and impactful—we provide a respectful environment where we value the diversity of our employees and the talents and experiences they bring. With a 160-year tradition of service excellence we empower individuals to achieve their potential and make a positive impact on our business, our clients and our communities.