Bilingual Client Relations Specialist (Remote)

Sector: Dealer Services - Administration / Working Environment: almost100% remote (work from home) / Location: Anywhere in Canada but ideally west coast (Vancouver), need to work PST (Pacific Standard Time) hours / Status: Permanent, full-time / Working Language: French / English

Are you a Customer Service Professional who is passionate about providing an exceptional customer service experience? We are looking for a Bilingual Customer Service Representative to join our close knit team. In this role you will support the administration of the Creditor and P&C businesses and will be the primary contact to external clients and finance sources. The incumbent works under the direct supervision of Expert, Client Administration.

KEY ACTIVITIES

Customer Service

Handling queries whether received by telephone, mail/fax, or walk-in related but not limited to:

• Information on a certificate.

• Cancellation request.

• Contract transfer.

• Contract modification.

• Update on a request.

Assess customer needs and channel customer requests to appropriate teams.

Data Processing

New Business Data Entry

• Verify the correct certificate was used and the correct premiums were calculated.

• Determine if the client is already on the system and maintain existing client records.

• Follow up with the appropriate dealer/sales representative to resolve where errors have occurred, or information is incomplete.

• Apply payment and activate certificate.

Business Correspondence

• Generate business correspondence to insureds and/or dealers when additional information is required; coverage needs to be confirmed; an adjustment to coverage needs to be communicated; and certificates are cancelled.

Cancellations

• Process cancellations daily as requests are received and send the refund cheque and letter to the appropriate recipient.

• Review cancellations to determine whether for all or partial coverages on the certificate.

• Prepare and send any applicable chargeback notification.

Who you are

• Post secondary education diploma or degree in business administration or a related Customer Service field.

• Ideally 1-3 years related work experience either in a customer service environment or an office administration.

• Good knowledge of MS Office tools: Word, Excel, Outlook.

• Fast and highly accurate data entry skills (Typing: minimum 50 wpm).

• Good verbal and written language skills in both English and French due to daily calls and emails with English- and French-speaking colleagues and clients across Canada.

Skills

• Strong customer service experience, including telephone/reception.

• Knowledge of administration and claims processes would be an asset.

• Ability to work independently with minimal supervision.

• Excellent verbal and written communication skills.

• Ability to work under pressure.

• Customer service and conflict management skills.

• Strong analytical, problem-solving and decision-making skills.

• High level of attention to detail.

• Self-motivated.

• Highly organized with multi-tasking skills.

• Strong team player.

• Ability to identify process improvements.

Salary: starting from $50,000 + 6% annual target bonus