Bilingual Customer Service Professional - Canada Retirement Services

Responsibilities

• Accurately and thoroughly handle increasingly complex client service requests at initial point of contact.


• Provide accurate and complete information and insight on retirement products the member may have.


• Effectively use multiple administrative systems to resolve inquiries, within the defined service standards.


• Assist customers with the completion of appropriate forms and other policy requirements.


• Respond to customer inquiries on retirement and investment policies.


• Take a proactive role in identifying and reporting areas of continuing client concern (trends) and make recommendations to help develop and implement strategies to resolve the issues in order to improve the service experience.


• Recommend client centered resolutions to issues and identify and initiate exceptions within guidelines Identify opportunities and make recommendations to improve operational processes and practices.


• Responsible for contributing to a strong collaborative team and building customer working relationships while providing excellent customer service.


• Keep current with company policies, procedures, and processes.


• Meet expectations relative to Productivity (AHT, Aux Usage, Reliability, Adherence, CX Contribution, etc.), Accuracy (QA, Compliance, etc.) and Service Excellence (tNPS).


• Process transactions on behalf of clients if/when required.

Key Problems/Challenges

• Confidently dealing with unclear/unfamiliar expectations from clients


• Managing time effectively within a high volume and fast paced work environment.


• Dealing with multiple cases simultaneously in a timely manner.


• Maintaining procedural expertise, broad knowledge and keeping current with our systems and products in our rapidly changing environment.


• Able to deal with differing opinions and personalities in a professional manner.

How will you create impact?

Our Canada Retirement Customer Contact Center team actively listen to our client's needs and find tailor‑made solutions for them while being mindful of minimizing costs and respecting all relevant standards and legislations. They also lead business relationships, liaise among various stakeholders, and tackle daily tasks in a professional, timely and efficient manner. Their commitment to providing a great customer experience is contributing to our continued success.

You share our customer satisfaction objective. You have a strong interest to learn about financial products as well as group savings and retirement products to better serve our many stakeholders. You patiently and clearly provide information in a professional manner.

You are always ready to lend a helping hand. You make everyone on the phone and around you important. With this positive attitude you have a bright future with us.

Your contribution

Provide an amazing customer experience on incoming calls, which builds lasting client relations, become an expert on our products, services, systems with our in‑house training, serve as a liaison between customers and other teams to ensure responsiveness and quality customer service, participate in various process improvement activities and departmental/divisional initiatives, strive in an environment with set timelines (shift work, breaks, lengths of calls, etc.) and constructive feedback.

What motivates you?

• You obsess about customers, listen, engage, and act for their benefit.


• You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.


• You thrive in teams and enjoy getting things done together.


• You take ownership and build solutions, focusing on what matters.


• You do what is right, work with integrity and speak up.


• You share your humanity, helping us build a diverse and inclusive work environment for everyone.

What we are looking for

• Must be fully and fluently Bilingual (French/English), in both verbal and written proficiency, in both French and English


• Customer service focus and skills


• Work experience in contact center is necessary.


• Ability to build positive relationships between customer/company


• Commitment to achieving high levels of service excellence


• Ability to work independently or with minimal direction, within a team


• Excellent communications skills (verbal and written) in English and/or French


• Analytical and problem‑solving skills


• Assuming responsibility and taking ownership until resolution


• Knowledge of our business policies, procedures, and concepts


• Ability to effectively organize, prioritize and multi‑task


• Attention to detail


• Post‑secondary education with industry certification is preferred or equivalent work experience


• Ability to work collaboratively with teams and peers

Additional Requirements

In this position you will work in a Hybrid role (Currently working Tuesday and Wednesday in the office; Monday, Thursday, and Friday at home). An ethernet cable from your modem to your computer is required for the job. A private, secure workspace at home that is free of distractions and protects our customers privacy. Rotating work schedule a we

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