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Bilingual Customer Success Specialist

2 months ago

Mississauga, Ontario, Canada Embark Student Corp. Full time
Job Summary

We are seeking a highly skilled and experienced Bilingual Customer Success Specialist to join our team at Embark Student Corp. As a key member of our customer success team, you will be responsible for delivering exceptional customer experiences, driving retention, and revenue growth.

Key Responsibilities
  • Deploy established retention tactics to engage with existing clients and prevent account cancellations or transfers
  • Encourage customers to maximize the value of their Registered Education Savings Plan (RESP) through account management activities
  • Act as a subject matter expert on the RESP product, features, and benefits, providing financial advice and guidance to customers
  • Leverage your experience and skills to make complex concepts simple and understandable for customers
  • Focus on retention, revenue, and reference ability within our customer base
  • Proactively manage and retain existing customers by building strong relationships and trust
  • Execute and improve upon current customer retention strategies in an inbound and outbound call center environment
  • Establish credibility through regular communication and effective relationship-building strategies
  • Conduct regular check-ins and account reviews to ensure customers are maximizing the value of their RESP and leveraging opportunities for new business
  • Contribute to the overall growth of the firm by growing both our client base and assets under management
  • Identify upsell opportunities and convert existing customer base to new product offerings in collaboration with product and sales teams
  • Responsible for various outbound activities related to potential loss of business and balance build
  • Operational tasks on executing the cancellation of customer plans, if needed
  • Maintain up-to-date knowledge of the company's market conditions and leverage advantages to build effective solutions for great customer experience
  • Contribute to the success of the team by willingly assisting others
Requirements
  • Bilingualism in French is a requirement for this position
  • Minimum 6 months of experience in loyalty or retention-focused teams
  • Strong interpersonal skills and negotiation skills
  • Customer-centric approach, providing financial advice and guidance to customers
  • Autonomy and excellent judgment
  • Analytical skills with attention to detail
  • Good stress management
  • Able to work in a team environment as well as individually
  • Possess a strong financial acumen
  • Experience in partnership relations and virtual management
  • Result-oriented and focused on business/operational improvements
  • Proven ability to set and achieve objectives
  • Team player, with ability to multitask
  • Ability to synthesize large volumes of data to derive trends and patterns
  • Flexible and open to accept change and constantly strive to improve processes
  • Experience in Microsoft Excel and reporting background will be considered an asset
  • Must be eligible to be licensed through your local provincial authority and recognized by the RESP Dealers Association of Canada
About Embark Student Corp.

At Embark Student Corp., we're on a journey to create an entirely new student experience. One that is built on instilling confidence in students around the paths they are choosing and their ability and agency to achieve their goals for the future. As enablers and orchestrators of students' success, we will create access, affordability, and agency for students and their champions across our services and solutions.

This will provide them with guidance and support in all aspects of planning and saving for post-secondary education - giving them a future-ready advantage and help them thrive well past their educational journey.

We value each employee for their unique perspectives and experiences. If you are someone who has experience and skills similar to what we are looking for and is aligned with the culture and values, please consider applying.

We have adopted a hybrid model, leveraging the best of remote and in-person work. This work model however can differ depending on roles and leaders.

We at Embark Corp., are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected, and supported. We are dedicated to building a culture that reflects the diversity of our customers and communities in which we live and serve.