Procom - Bilingual Client Services Associate (Remote/Hybrid)

2 weeks ago

Toronto, Ontario, Canada CB Canada Full time

The Role:

Reporting to the Team Lead, the Bilingual Client Services Associate is responsible for overseeing and administering the full on-boarding and Contractor Management lifecycle for Contractors on assignment with one or more Clients and resolving any normal issues that may arise. He or she possesses a full understanding and is able to perform or backup all duties listed in this job description.

Job Responsibilities:


• Create and maintain an excel tracking system for all new pre-identified candidates/active consultants


• Submit and manage all inquiries relating to the contract management process via ticketing system JIRA


• Provide support to consultants using Vendor Management Systems (i.e. SAP Fieldglass, Beeline)


• Act as a liaison between the Legal Department and Human Resources for all contract issues and reviews


• Act as a subject matter expert for clients and consultants on the various legal status classifications


• Schedule communications to consultants with regards to payment processing and timesheet deadlines


• Manage the client/consultant onboarding and renewal process while complying with internal policy and ISO management standards


• Develop and update strategies for a smoother consultant and client experience


• Serve as a primary point of contact to investigate and resolve consultant, client, and vendor inquires


• Assist external managers in determining total billable rates for all new pre-identified candidates


• Complete candidate submissions and finalize onboarding activities within the VMS portals


• Conduct quarterly audits on consultant documentation and onboarding requirements


• Monitor expiring contracts and provide notice for a smooth off-boarding experience


• Investigate AR discrepancies and follow up with the client or contractor as needed


• Serve as a primary point of contact to receive, investigate and resolve consultant, sub-vendor, and client questions relating to the billing and payment of invoices


• Create credit/debit memos to balance records within the Vendor Management System Fieldglass

Skills and Knowledge Required

Bilingual French and English


• Minimum 2 years of professional experience in a customer service or sales support role


• Demonstrated capability to learn and fully manage medium to high complexity administrative tasks on an independent basis


• Knowledgeable of contract and payroll administration procedures, tax regulations, and invoicing processes


• Knowledgeable of MS Office 365 – Specifically Outlook, MS Teams and SharePoint


• Ability to handle pressure in a calm manner and deal with all various levels of internal and external clients


• Detail oriented


• Strong commitment to excellent customer service


• Ability to prioritize workflow and meet deadlines


• Ability to handle confidential and proprietary information


• Dedicated team player with excellent interpersonal skills who is willing to assist other team members as needed

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