Bilingual Customer Service Agent providing technical support for installation and maintenance of products. Working from home, building customer relations and ensuring satisfaction across Canada.
About the role
- Bilingual Specialist managing Total Rewards and benefits programs in Canadian law firm. Supporting employees with leaves and accommodation requests across multiple offices.
Responsibilities
- Managing leaves and related benefits, throughout the Firm.
- Acting as the main contact for our firm members and for our providers regarding any issue and any updates in our benefits programs related to leaves of absence.
- Contacting firm members who will take time off from work on a short-term disability leave, a maternity, paternity or parental leave, or a compassionate care leave in order to give them information regarding each of our programs and related benefits.
- Coordinating the preparation of documents to be submitted to the firm members and the payroll service.
- Participating in follow-up calls with our providers and insurers in connection with the management of short-term and long-term disability files.
- Updating the master files regarding short-term disability leaves as well as maternity, paternity and parental leaves.
- Supporting our firm members, leaders and other stakeholders with return to work and reintegration plans.
- Ensuring follow-up with the proper stakeholders regarding complex matters.
- Continually identifying opportunities to improve firm member and leader experience.
- Managing accommodation requests across the Firm.
- Handling all requests in a confidential and diligent manner.
- Obtaining and preparing the required documentation, and coordinating follow-ups with our specialized external provider responsible for assessing accommodation requests, as well as with firm members and managers.
- Leading Benefit orientation meetings for new members of the firm.
- Supporting the members of the Centre of Excellence team with respect to any benefits-related requests from firm members, as well as from retirees.
- Providing support to firm members regarding the interpretation and application of policies and procedures relating to the Total Rewards programs.
- Participating in the optimization and documentation of payroll and benefits processes and developing new ideas for improving processes, procedures, and tools.
- Leading and/or participating in HR projects related to human resources initiatives and to the Total Rewards Centre of Excellence.
- Supporting the Senior Manager, Total Rewards, in daily activities and annual processes related to insurance, retirement plans, and all other benefits.
- Supporting the members of the Centre of Excellence regarding any other requests or projects from the Centre.
- Provide support to other members of the HR Services team during absences.
Requirements
- Bachelor's degree in administration or human resources.
- Bilingualism (English and French) both spoken and written is required.
- Minimum five years of experience in a similar position linked to benefits and absences management.
- Proficiency in Microsoft Office suite software, specifically Excel at an intermediate/advanced level.
- Knowledge of Canadian laws, regulations, and programs related to benefits.
- Professional certificate as a Certified Employee Benefit Specialist (CEBS or CAAS) (asset).
- Demonstrate focus on firm member experience, including strong timely communication.
- Excellent organizational skills and good priority management.
- Analytical and synthetic mindset and ability to optimize processes.
- Strong interpersonal skills; good oral and written communication skills; able to work at all levels of the organization.
- Ability to work independently and manage multiple tasks simultaneously, while demonstrating flexibility and adaptability to changes in a fast-paced work environment.
- Ability to manage firm members with discretion and confidentiality.
Benefits
- Outstanding benefits from day one, including insurance premiums paid by the Firm and wellness and technology reimbursements.
- Competitive compensation, paid overtime and generous time off, including a day off to volunteer and a day off for your birthday.
- A commitment to professional development and growth opportunities for our people at all levels, supported by a culture that fully embraces and encourages two-way feedback.
- Strong community involvement and a commitment to equity, diversity and inclusion.
- A collaborative, cohesive culture that connects lawyers and business teams through collective purpose.
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