Bilingual Contact Centre Representative supporting TD, a major North American bank, with credit - card and banking inquiries. Resolving issues, recommending products, and delivering compliant customer service in a hybrid role.
About the role
- Bilingual Administrative Consultant responsible for group benefits administration and client support. Utilizing project management methodologies to enhance client experiences and resolve inquiries.
Responsibilities
- Utilize project management methodology to address annual events such as re-enrolments and new client installations and all client/member mass mailings (i.e. planning, communication, training, client requirements and execution)
- Manage Plan Sponsor inquiries through all incoming mediums including potential interaction with Plan Members
- Apply problem solving methodology to resolve adhoc issues
- Provide initial and ongoing support to Plan Sponsors
- Provide Member education and support (includes: face to face, written and verbal means)
- Interact with individual plan members through employee life cycle (new hires, life events, retirement/termination, and ongoing member changes)
- Establish and participate in the evolving processes and materials for this specialized product offering (i.e. work flow, training, processes, execution, operational excellence and quality assurance)
- Provide input to the creation of customized forms, letters and other communication materials
Requirements
- Bilingualism (French, English, both oral and written) is required to answer calls from English and French speaking clients across Canada and worldwide
- 5 years client relationship management experience
- Proficiency with data management tools such as Excel
- Ability to analyze, organize, prioritize and problem solve
- Ability to work with some degree of flexibility in order to manage continually changing priorities
- Ability to multitask and work under pressure while maintaining a high degree of accuracy
- Must have a positive attitude, a commitment to quality service and be able to cope with the stress inherent in the nature of multitasking and meeting client deadlines
- Strong team player, with a high interest in working in cross-functional team environment
Benefits
- Flexible Benefits from the day you join to meet the needs of you and your family
- A caring, supportive, and inclusive culture
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