Bilingual Customer Service Representative

Role Overview

• Respond to inquiries via telephone, email, or chat on our products and services in an efficient, compliant, courteous, and professional manner
• Provide exceptional customer experience, take initiative to find creative solutions that make each customer’s experience feel personal
• Act as the primary contact with the client with respect to the resolution of problems and complaints with deep empathy and a solution-focused outlook
• Drive continuous improvement by identifying, suggesting and actively participating in process improvement
• Understand and apply department operating policies and procedures

Requirements

• It helps if you’ve done this before, so if you have recently worked in a role where you were responsible for helping customers for over a year that is great
• If it was for a company that you can say really cared about customers and was known for that, even better
• If you were thought of as a top producer there, who was known for getting a lot of work done and leaving a trail of smiling, happy customers, then now we are really talking
• If it was in an inbound Contact Centre and/or a retail store, then you are still on track
• If you have any experience supporting business to business to consumer (we support credit unions, their members and our own customers) add another check mark
• If you have any experience in a digital company, you are really on track
• Being able to change is important as our hours can change and so can your schedule
• We use computers and other technology to do our jobs. You are technically savvy
• Fluency (written and spoken) in English and French is required to effectively communicate with partners, clients, and colleagues across Canada
• A post-secondary education is not required but if you have one in financial administration or services, that’s a plus!
• Also, a plus, but not required, would be completion of the Investment Funds Course (IFIC) or the Canadian Securities Course (CSC)
• Experience in the financial services industry could help, especially if it was with a customer experience leader.

Benefits

• Competitive compensation package that rewards and recognizes individual contributions
• Excellent health, dental and insurance benefits to meet the diverse needs of our employees
• Generous vacation time, fitness benefit, parental leave top-up options
• Matching contributions to our retirement program
• Commitment to the continuous improvement of our staff through learning & development and an education assistance program
• Regular social events to foster teamwork