Bilingual Customer Service Representative

2 weeks ago


Brampton, Ontario, Canada InBenefits Full time

Job Purpose

To provide Plan participants with excellent customer service and accurate information on benefit and rules of the Plan. This position is the main contact for inquiries of participants and pensioners. This role's focus is answering membership inquiries and ensuring their questions are answered or forwarded to a Pension Officer as necessary. The person will comply with policies and procedures and manage member expectations with established service level agreements.

Responsibilities

  • Answer telephone and electronic inquiries or relay telephone calls and electronic messages in a timely manner
  • Provide technical support to members on benefit and Plan
  • Assist members on the member portal
  • Prepare minutes of team meetings
  • Train office staff and new hires in procedures and use of current system as required
  • Ensure compliance with established policies and procedures
  • Enter information into member record as required, keep members' records up to date
  • Address and escalate member complaints to management
  • Collaborate with colleagues and departments to coordinate the flow of information, ensuring smooth operations and customer satisfaction
  • Efficiently manage returned mail by leveraging Canada 411 and diverse online social media channels to locate members
  • Assist in documenting departmental processes as required
  • Assist in implementing procedures to streamline office processes
  • In addition, to any other duties as assigned

Qualifications

  • University degree or 2 years of Customer Service Experience, preferably in the Pension or Benefit environment
  • Previous call center experience is an asset
  • Excellent communication skills- written and verbal
  • Ability to think analytically, with a focus on problem troubleshooting
  • A flexible and strong team player that can work in a fast-paced environment
  • Microsoft Office proficient
  • Ability to make meet deadlines while handling multiple responsibilities


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