National Occupational Classification (NOC) 2011

6 - Sales and service occupations

65 - Service representatives and other customer and personal services occupations

655 - Customer and information services representatives

6551 - Customer services representatives - 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.

• Illustrative example(s)

  • bank teller
  • credit union teller
  • financial customer service representative
  • foreign exchange teller - financial services

  All examples

• Exclusion(s)

  • Banking, insurance and other financial clerks (1434)
  • Other customer and information services representatives (6552)
  • Supervisors, finance and insurance office workers (1212)
  • Supervisors of financial customer service representatives (See 6314 Customer and information services supervisors)

• Main duties

  Customer service representatives in this unit group perform some or all of the following duties:

  • Process customer cash deposits and withdrawals, cheques, transfers, bills and credit card payments, money orders, certified cheques and other related banking transactions
  • Obtain and process information required for the provision of services, such as opening accounts and savings plans and purchasing bonds
  • Sell travellers' cheques, foreign currency and money orders
  • Answer enquiries and resolve problems or discrepancies concerning customers' accounts
  • Inform customers of available banking products and services to address their needs.

• Employment requirements

  • Completion of secondary school is required.
  • A college diploma in business administration may be required.
  • On-the-job training is provided.

• Additional information

  • Progression to supervisory positions is possible with experience.

6552 - Other customer and information services representatives

This unit group includes customer and information services representatives who answer enquiries and provide information regarding an establishment's goods, services and policies and who provide customer services such as receiving payments and processing requests for services. They are employed by retail establishments, contact centres, insurance, telephone and utility companies and other establishments throughout the private and public sectors.

• Illustrative example(s)

  • accounts information clerk
  • bus information clerk
  • complaints clerk - customer service
  • contact centre agent - customer service
  • courtesy desk clerk
  • customer service representative - call centre
  • enquiries clerk
  • information clerk - customer service
  • lost-and-found clerk
  • order desk agent
  • public relations clerk
  • tourist information clerk

  All examples

• Exclusion(s)

  • Customer and information services supervisors (6314)
  • Customer service representatives in banks and other financial institutions (See 6551 Customer services representatives - financial institutions)
  • General ticket and information agents (See 6523 Airline ticket and service agents)
  • Receptionists (1414)
  • Retail salespersons (6421)
  • Ticket and information clerks (except airline) (See 6524 Ground and water transport ticket agents, cargo service representatives and related clerks)

• Main duties

  The following is a summary of main duties for some occupations in this unit group:

  • Customer service representatives in retail establishments answer, in person or on the phone, enquiries from customers and investigate complaints regarding the establishment's goods, services and policies; arrange for refunds, exchange and credit for returned merchandise; receive account payments; and receive credit and employment applications.
  • Contact centre agents take customer orders for goods or services; promote goods or services; respond to enquiries and emergencies; investigate complaints and update accounts.
  • Customer service representatives in insurance, telephone, utility and similar companies explain the type and cost of services offered; order services; provide information about claims or accounts; update accounts; initiate billing and process claim payments; and receive payment for services.
  • Information services representatives provide information to customers and the public concerning goods, services, schedules, rates, regulations and policies in response to telephone and in-person enquiries.

• Employment requirements

  • Completion of secondary school is usually required.
  • Completion of some college or other post-secondary programs may be required.
  • Clerical or sales experience may be required.

• Additional information

  • Progression to supervisory positions is possible with experience.