Client Support Associate

2 weeks ago

Edmonton, Canada Everyday People Financial Corp. Full time

**Client Support Associate Overview**

Everyday People Financial Corp. (or “EP”) is a new and growing financial technology (FinTech) consumer finance company. At EP, our people come first. We offer a fun, supportive work environment and encourage authenticity at work. Our Client Support team is a highly engaged team that prides themselves on achieving best-in-class service.

Our Edmonton office currently has one full-time Client Support Associate position available. The Client Support Associate is the first line of support for EP’s clients and will maintain exceptional customer service levels. The Client Support Associate is responsible for investigating, documenting, and resolving incoming client issues.

**Key Responsibilities**
- Responds to client inquiries and resolves issues in a timely manner.
- Documents and escalates complex client issues to the Operations Manager.
- Proactively identifies issues and recommends solutions.
- Practices and ensures compliance of company policies and procedures.
- Ensures that process flows are completed within the defined scope.
- Achieves and maintains key performance metrics.
- Uses business tools and industry knowledge to identify problem areas and document business requirements.
- Establishes and maintains effective work procedures.
- Helps to determine client credit eligibility.
- Corresponds with client to collect payments (dunning activities).
- Performs other duties as required.

**What It Takes to Succeed**
- 1 year of direct customer service experience preferred.
- Experience working in the finance or banking industry an asset.
- Sales experience is considered an asset.
- High school diploma preferred.
- Excellent English speaking, reading, and writing skills are required.
- Bilingual language abilities considered an asset.
- Must be available for a rotational work schedule including weekends 8:00 am - 4:00 pm and weekdays 7:00 am - 6:00 pm.
- Excellent communication and customer service skills.
- Highly organized and manages time effectively.
- Effective problem-solving and decision-making ability.
- High level of accuracy and attention to detail with a strong sense of urgency.
- Understanding of financial transactions considered an asset.
- Must be proficient in the Microsoft suite of products including Word, Excel and Outlook and possess basic computer management skills such as saving files.
- Experience with Customer Relationship Management systems (CRM) an asset.

**What We Offer**
- Company paid healthcare spending account.

**Benefits**:

- Casual dress
- Company events
- Dental care
- Disability insurance
- Extended health care
- Life insurance
- Paid time off
- Tuition reimbursement

Schedule:

- 8 hour shift
- Monday to Friday

Ability to commute/relocate:

- Edmonton, AB: reliably commute or plan to relocate before starting work (required)

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer service: 1 year (preferred)

Work Location: One location

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