62023 Customer and information services supervisors

What this occupation covers

Customer and information services supervisors supervise and coordinate the activities of workers in the following unit groups: Customer service representatives - financial institutions (64400) and Other customer and information services representatives (64409). They are employed by banks, trust companies, credit unions and similar financial institutions, retail establishments, contact centres, insurance, telephone and utility companies and other establishments throughout the public and private sectors.

Official main duties

The NOC profile lists 12 main duties for this code.

• Supervise, coordinate, assign and review the work of clerks engaged in the following duties: providing information and customer service; and serving customers in banks, trust companies and other financial institutions
• Examine and verify accuracy of work and authorize routine deposits and withdrawals
• Establish work schedules and procedures
• Coordinate activities with other work units or departments
• Resolve work-related problems and prepare and submit progress and other reports
• Identify training needs and train workers in job duties and company policies
• Ensure smooth operation of computer systems and equipment and arrange for maintenance and repair work
• May perform the same duties as workers supervised.
• Supervise, coordinate, assign, and review the work of clerks and agents engaged in conducting surveys and interviews, collecting and compiling statistics, providing information and customer service, and writing correspondence including emails and preparing materials
• Coordinate activities with other units and departments
• Prepare and submit progress reports and other documentation
• Ensure the smooth operation of computer systems and equipment and arrange for maintenance and repair work

Do not copy these lines into your reference letter. The letter has to describe what you actually did, in your employer’s words. DUTYPROOF flags wording lifted from the NOC as something to review, and an officer reading a letter that mirrors the NOC reads it the same way.

What DUTYPROOF screens for

This is DUTYPROOF’s screening threshold, not IRCC’s decision. For this NOC, screening requires at least 2 of its 12 official duties to be evidenced in your own words, plus the required letter elements. IRCC asks that you performed the actions in the occupation’s lead statement and a substantial number of its main duties — so treat the duty coverage as the number that matters, not the badge.

Codes this one is confused with

The NOC profile names these itself. Choosing the wrong code of a look-alike pair is the most common way genuine work experience fails to establish eligibility.

• 62022 Accommodation, travel, tourism and related services supervisors
• 10021 Banking, credit and other investment managers
• 10029 Other business services managers
• 60020 Retail and wholesale trade managers
• 62010 Retail sales supervisors
• 12011 Supervisors, finance and insurance office workers

Excluded from this code

• Airline sales and service agents supervisor (See 62022 Accommodation, travel, tourism and related services supervisors)
• Banking, credit and other investment managers (See 10021 Banking, credit and other investment managers)
• Other business services managers (See 10029 Other business services managers)
• Retail and wholesale trade managers (See 60020 Retail and wholesale trade managers)
• Retail sales supervisors (See 62010 Retail sales supervisors)
• Supervisors, finance and insurance office workers (See 12011 Supervisors, finance and insurance office workers)

Job titles filed under this code

A title on this list does not by itself put your experience in this code — the duties in your letter decide that.

accounts supervisor - financial services · call centre agent supervisor · call centre supervisor · contact centre supervisor · current accounts supervisor · customer accounts supervisor · customer service clerks supervisor · customer service representative supervisor · customer service representatives supervisor - financial services · information clerks supervisor · safety deposit box supervisor · savings accounts supervisor · savings and credit service supervisor · savings supervisor · tellers supervisor

Employment requirements

• Experience in the occupation supervised is required.
• Completion of college or industry courses related to financial or customer services may be required.