Bilingual Analyst, Client Contact Centre

2 days ago

Montréal, Canada Business Development Bank of Canada Full time

We are banking at another level.

Choosing BDC as your employer means working in a healthy, inclusive, and skilled workplace that puts forward the best conditions to bring together unique teams where employees are empowered to act. It also means being at the centre of ambitious economic and financial projects to see further and to do things differently, to fuel the success of Canadian entrepreneurs.

Choosing BDC as your employer also means:
- Flexible and competitive benefits, including an Employee Savings and Investment Plan where BDC matches part of your voluntary contributions, a Defined Benefit Pension Plan, a $750 wellness and health care spending account, to name a few- In addition to paid vacation each year, five personal days, sick days as necessary, and our offices are closed from December 25 to January 1- A hybrid work model that truly balances work and personal life- Opportunities for learning, training and development, and much more...

Explore the BDC Way in our

Culture Book

POSITION OVERVIEW

CHALLENGES TO BE MET- Receive and handle phone calls in a courteous, informed, and professional manner. Validate client needs to ensure they are well understood.- Assist BDC client and employees in using the client portal, as well as in resolving technical issues.- Respond to electronic requests according to established procedures and within the prescribed timeframes.- Validate the identity and information of the client, according to established procedures, ensuring the security of client data at all times-
- Receive complaints and take appropriate action using influence to find a solution that satisfies both the client and BDC before escalating each complaint to the appropriate department.- Assess the potential of requests for financing and/or consulting services in accordance with BDC's policies, practices and quality standards before referring them to a business centre.- Follow up on opportunities with business centres.- Submit requests for additional financing from existing clients to their respective business centres.- Keep current with BDC's policies and practices regarding financing and consulting services to effectively promote BDC's products and services.- Maintain a strong business relationship with the internal network and inform the representatives in the client file of all activities undertaken, as needed.

WHAT WE ARE LOOKING FOR- Bachelor's degree/certificate in administration or any other field deemed equivalent.- Between 1-3 years of minimum experience in customer service and/or technical support.-
- Ability to learn new software and keen interest in entrepreneurship.- Excellent ability to be autonomous, to be proactive and to listen actively and to adapt to change.- Excellent ability to multitask and provide excellent customer service.- Excellent computer problem-solving skills.- Bilingualism (French and English).

ADDITIONAL INFORMATION

Be available to work seven-hour shifts between 7:30 a.m. and 8:00 p.m. EST, Monday to Friday, on a rotating schedule.

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