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Bilingual Billing Specialist

3 months ago

Guelph, Ontario, Canada Co-operators Full time

Company: Co-operators

Department: Client Services

Employment Type: Regular Full-Time

Work Model: Remote

Language Requirement: Bilingualism in English and French is essential.

Additional Information: Four positions are available.

The Opportunity:

As a prominent Canadian financial services co-operative, Co-operators is dedicated to fostering a sustainable and resilient society. Our team plays a crucial role in achieving this vision, which is why we prioritize our employees by cultivating a strong organizational culture and providing ample development opportunities. Here, you will collaborate with individuals who are genuinely passionate about our clients and communities.

The Client Services team is committed to delivering a seamless and tailored client experience. Our professional, agile, and knowledgeable team works in unison to understand and anticipate client needs, thereby contributing to the growth of our organization. We encourage open communication and innovative thinking to develop mutually beneficial solutions for our clients.

Your Role:

As a Billing and Payment Representative, you will play a vital role in ensuring the effective and efficient execution of billing-related services. Your responsibilities will include:

  • Analyzing client accounts and maintaining precise records.
  • Processing refunds and managing premium collections.
  • Providing expert assistance to clients and business partners while addressing billing and payment inquiries within established service standards.

Key Responsibilities:

  • Responding to incoming client calls, assisting with billing and payment inquiries, and ensuring that client interactions meet or exceed quality standards.
  • Administering client payments and making billing-related adjustments, including payment arrangements and online transactions.
  • Contacting clients to collect outstanding receivables and processing payments in accordance with prescribed collection guidelines.
  • Reviewing system-generated reports, investigating discrepancies, and ensuring that changes are accurately documented.
  • Providing prompt responses to administrative inquiries and managing client complaints professionally, escalating issues as necessary.

Success Factors:

  • You are committed to continuous improvement and influence positive change to exceed client expectations.
  • You utilize critical thinking skills to identify challenges and proactively suggest solutions.
  • Your strong communication abilities enable you to convey messages clearly.
  • You are a collaborative team player who shares knowledge to support colleagues.

Qualifications:

  • Experience in customer service, administration, billing, or a related field.
  • Completion of post-secondary education in finance, accounting, or a related discipline.
  • Call center experience or numerical aptitude is advantageous.
  • Willingness to complete the Foundations of Customer Service in a Financial Services Environment (ACS 100) course upon hire.
  • This role primarily interacts with non-francophone groups and requires proficiency in English.

Additional Information:

  • This position operates in a contact center environment, requiring sustained audio and visual concentration.
  • Rotational shifts may occur outside standard business hours, Monday through Friday.
  • A Criminal Record and Consumer History background check will be conducted as a condition of employment for successful candidates.

Benefits:

  • Opportunities for training and career development.
  • Flexible work arrangements and paid time off to support personal and family needs.
  • A holistic approach to well-being, including physical and mental health programs and a supportive workplace culture.
  • Paid volunteer days to contribute to community initiatives.
  • A comprehensive total rewards package, including competitive salary, bonuses, pension, and benefits.