Bilingual Customer Service - Toronto, Canada - Compunnel Inc.

    Compunnel Inc.
    Compunnel Inc. Toronto, Canada

    4 weeks ago

    Default job background
    Description

    Requisition Title: Bilingual Customer Service Professional III

    Mandatory hybrid work schedule, 3 days a week in office, Tuesday, Wednesday and Thursday. Monday and Friday at home. Work schedule hours are from 9:00 a.m. to 5:00 p.m. eastern standard time.

    Please submit candidates only from Halifax, Nova Scotia-2727 Joseph Howe Drive, Waterloo-500 Kings Street North-Toronto-200 Bloor St. East, 900 Maisonneuve Boulevard West, Montreal, Quebec Fluent in French and English is mandatory. Written and verbal is required, no exceptions. Please ensure to test your candidate's English and French before submitting the candidate's resume. Request is from the hiring manager.

    This is a one year job assignment. This position has the potential to become permanent with the right candidate.

    Job Description

    Seeking candidates with prior financial work experience with group retirement plans.

    Candidate will spend approximately 4 hours a day on the phone and 3 1/2 hours a day on admin/email correspondence.

    Client Group delivers financial and investment solutions and advice, including financial planning and insurance, to clients across the wealth spectrum.

    The PlanRight Support team is an important role in the clinet Advisor Group. The support agents connect with employees in our group plans at client and provide guidance for their investment needs and question such as fund direction, fund changes, investment management fees, rates of return, and more. complete financial transactions, and welcome support. This is a full-time position, 37.5 hours per week between the hours of 9:00 am and 5:00 pm EST Monday to Friday.

    Key Accountabilities:


    • Manage inbound, outbound and email databases to provide education to members regarding their retirement products. Approximately 50 to 70 calls a day from member requested callbacks.


    • Gather and accurately record all customer information required to process member transactions in one of the 3 record keeping systems Candidate must be tech savvy, must be able to navigate multiple app systems at the same time during conversation with member.


    • Providing customer experience accurately and professionally
    • Reviewing GRIP plans, payment schedules and unscheduled payments and LIF unlocking inquiries
    • Review of investment management fee inquiries
    • Meeting productivity and quality objectives established by the department as well as Customer Experience Call Audits
    • Management of the shared inbox and cases that are assigned to the team Job Requirements:


    • Must be a strong communicator both verbally for phone consultations and email
    • Background in a financial services industry
    • Deliver outstanding customer service in a professional manner
    • Must be well organized and detailed in approach with good follow-through
    • Gather and accurately record and update member account changes to their investments
    • Remain current and up to date on system processes, updates and changes
    • Proactively share knowledge and best practices to ensure objectives are met Background and Experience:


    • Previous customer service experience


    • Punctuality and attendance are critical
    • Great attitude and high energy
    • Possess active listening skills to understand the clients' needs and personal situation
    • A desire to learn and grow in a dynamic global company and to have the ability to learn and apply new knowledge
    • Strong compliance mindset
    • A high degree of integrity putting the client at the center of the conversation
    • Able to work in a very structured, fast-paced environment
    • Teamwork and collaboration
    • Able to accept regular coaching feedback and apply improvements suggested Assets (preferred but not required):


    • Life License (LLQP)


    • Mutual Fund License


    • Understanding of Investment products available to Canadian Investors (eg. RRSP, RRIF)
    • Knowledge of segregated funds What motivates you?


    • Obsessing about customers, listening, engaging and act for their benefit.


    • Thinking 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.

    Our commitment to you


    • Values-first culture


    • We lead with our Values every day and bring them to life together.


    • Boundless opportunity


    • We create opportunities to learn and grow at every stage of your career


    • Continuous innovation


    • We invite you to help redefine the future of financial services.


    • Delivering the promise of Diversity, Equity, and Inclusion
    • We foster an inclusive workplace where everyone thrives.


    • Championing Corporate Citizenship


    • We build a business that benefits all stakeholders and has a positive social and environmental impact.