BMO lending operations associate processing bilingual loan servicing, transactions, and stakeholder requests. Supporting reporting, reconciliations, regulatory compliance, and process improvements.
About the role
- Remote bilingual client care agent supporting veterinary clinic clients through inbound and outbound calls. Serving eligible candidates in Manitoba, Ontario, and Quebec.
Responsibilities
- Act as the liaison between clinics and clients through the Client Care Centre remotely
- Handle inbound and outbound calls to meet service levels and booking targets
- Manage large amounts of calls in a timely manner
- Follow communication scripts to meet call volume, service level and booking targets
- Identify client needs and ensure a smooth client experience
- Resolve client concerns in a respectful and helpful manner
- Build relationships and engage clients through excellent customer service
- Handle questions and confirmations appropriately
- Communicate effectively with all team members
- Maintain patient confidentiality
- Uphold proper medical record-keeping standards
- Report to the Lead, Call Centre
Requirements
- High school diploma is required
- Ability to communicate effectively in French and English will be an asset
- Previous customer service experience or Customer Care Representative experience from a Veterinary Clinic is required
- Excellent verbal and written communication skills is a must
- Prior knowledge of medical terminology
- Good understanding of PMS, preferably VetUp
- Ability to work effectively without supervision
- Strong problem-solving capability
- Ability to manage time effectively
- Ability to connect with people in a genuine, friendly and compassionate manner
- Access to a quiet space during working hours
- Reliable internet
Benefits
- Remote work arrangement
- Quiet space during working hours
- Reliable internet access required for remote work
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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