Bilingual Client Service Representative
2 months ago
This position is responsible for delivering exceptional customer service and support to a dedicated block of clients within our Plan Sponsor Services business. As a Client Account Representative, you will be the single point of contact for day-to-day service, ensuring that any service-related issues are managed within specified timeframes and that all resources required to deliver the best customer experience are organized.
Key Responsibilities- Provide high-quality service to a select block of challenging cases by responding effectively to customers' questions, issues, and problems (written and verbal responses).
- Accountable for initial investigation of operational errors within Plan Sponsor Services.
- Coordinate with cross-functional areas to deliver client solutions, providing a single point of contact for service.
- Support external clients and internal clients by providing knowledge and expertise, and may be called upon to attend face-to-face meetings with Plan Sponsors.
- Develop 'win-win' solutions to complex problems under tight deadlines, manage boundaries between customer bases to ensure clear roles, smooth workflow, and seamless service.
- Communicate within the client environment to actively prevent errors and ensure all relevant parties are current and informed on case issues.
- Acknowledge internal and external client emails same day when received by 2pm EST and reply to voice mail same day.
- Identify trends in issues and errors, make recommendations for process changes to mitigate reoccurrence in the future, and work with clients on processes and best practices to provide quality work.
- Serve as primary intake for reconciliation requests, providing support for internal areas to understand requirements and expected outcomes, and work with clients to manage expectations and advocate for successful resolution.
- Strong customer service experience demonstrating proven ability to manage and foster relationships with both internal and external partners.
- Strong knowledge of workflows, procedures, and the functionalities, complexities, and limitations of GRS systems.
- Good understanding of applicable legislation and/or privacy regulations and guidelines.
- Thorough knowledge of the area's business, systems, and procedures, with the ability to understand and align work to customer objectives.
- Demonstrated strength at evaluating feasibility or practicality of ideas, assessing risk and trade-offs, and making informed and timely decisions.
- Good negotiating and influencing skills.
- Proven ability to quickly and easily adapt to changes within the business and organization, with the ability to move from supporting one assignment to another.
- Innovative thinker, generating new and unique ideas, approaches, and solutions to problems and opportunities.
- Takes first steps to act on ideas and opportunities before being asked or forced to by events, commits to a course of action in the face of risks and uncertainty, and takes personal responsibility for making decisions or engaging resources.
- Great teammate, seeking out ways to improve team dynamics.
- Strong interpersonal, communication skills, and presentation skills.
- Strong math skills used to reconcile financial reports and work with financial data.
- Proficient understanding of Excel and Word-based programs, including PowerPoint.
- Bilingual is required (French/English) - The successful candidate will be required to communicate in English and French to support clients from various jurisdictions outside of Quebec.
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