Handling both inbound/outbound conservation calls
Providing advice, needs analysis, and completing sales applications and/or cancellations
Accurately recording customer feedback in an online system
Meeting Retention and quality measures on a monthly, quarterly, and annual basis
Regularly communicating with customers both orally and in writing
Supporting various marketing/sponsor campaigns and customer win-back programs
Escalating issues, concerns, and trends to the Retention Supervisor

Experience in a customer service/ sales and/or retention role with contact centre experience is preferred
Financial Service experience
Post-secondary degree is an asset; however, equivalent business experience is strongly considered
Knowledge of Financial Services or Insurance is an asset
Fully bilingual (French/English): The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.
Ability to work in an open office environment or remotely while managing multiple day-to-day tasks
Demonstrated ability to persuade and negotiate through consultation over the phone and possess active listening skills
An aptitude to navigate multiple programs at the same time while speaking with customers. This includes an ability to learn internal systems along with a proficiency in MS Office, Outlook, Internet Explorer and Google Chrome
Attention to detail in gathering and accurately recording all customer information
Proven problem resolution and conflict management skills to ensure an effective solution is reached for our customers

health, dental, mental health, vision, short
and long-term disability, life and AD&D insurance coverage
adoption/surrogacy and wellness benefits
employee/family assistance plans
various retirement savings plans (including pension and a global share ownership plan with employer matching contributions)
financial education and counseling resources
generous paid time off program in Canada including holidays, vacation, personal, and sick days

Bilingual Retention Agent

Key skills