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Bilingual Customer Care Associate

2 weeks ago

Ottawa, Canada EDC Full time

**Posting Date**: May 23, 2025, 10:04:38 AM

**Primary Location**: Ontario-Ottawa

**Job Type**: Permanent

**Schedule**: Full-time

**Join the EDC Team**

At EDC, we support Canadian businesses to succeed globally. We provide the financial tools and expertise they need to explore new markets, reduce risks, all towards the goal of making Canada and the world better through trade.

**Position**:**Associate, Customer Care (Bilingual)

**Employment Type**:Permanent & Contract

**Compensation Details**:
**Location**:

- Export Development Canada operates in a hybrid work environment, currently requiring employees to work in the office 2 days per week.
- This role can be performed from EDC’s headquarters in Ottawa or from one of our Community Hubs located in Toronto, Mississauga, Montreal, Brossard, Laval, Calgary, Edmonton, Halifax, or Vancouver.

**About EDC**:
At Export Development Canada (EDC), we empower Canadian businesses to succeed globally. As a financial Crown corporation, we offer innovative financial solutions and expert insights to help businesses explore new markets, mitigate risks, and achieve growth.

**Why Join EDC?**
- **Collaborate with a diverse, experienced team**- Work alongside talented professionals who bring a wealth of knowledge and expertise to drive success.
- **Thrive in a supportive, teamwork-driven environment** - Flourish in a workplace where collaboration and mutual support are paramount.
- **Impact global communities through sustainable growth in emerging markets** - Make a meaningful difference by fostering sustainable development in key regions around the world.
- **Recognized as one of Canada’s Top 100 Employers, Best Diversity Employers, and a Top 100 Family-Friendly Employers**- Join a company that is celebrated for its commitment to excellence, diversity, and work-life balance.

**Enjoy a comprehensive Total Rewards package**:

- **Flexible benefits**- Our program lets you choose coverage that suits your unique needs, including Medical, Dental, Life, and more. Plus, we offer additional Flex credits to tailor your plan even further.
- **Defined Contribution Pension Plan** - Secure your future with our generous matching program that helps you save for retirement.
- **Competitive vacation program**- Enjoy a work-life balance with our competitive vacation program, starting with 4 weeks of vacation and 2 floater days each year for permanent employees.
- **Comprehensive wellness programs** - Stay healthy and happy with access to wellness initiatives, mental health support, and fitness programs.
- **Professional Development**- Advance your career with our support for growth and development through conferences, language training, and educational opportunities. #LI-Hybrid

**Team and Job Overview**

We are looking for a highly motivated, goal-oriented individual who has an ability to prioritize, manage expectations and provide exceptional customer service to Canadian companies, our partners as well as EDC’s internal business teams.

**Key Responsibilities**:

- First point of contact for Canadian companies, EDC customers and partners when engaging through our digital channels with an objective of optimizing first call resolution
- Responds to all policy administration inquiries for our insurance customers while providing technical and portal navigational support
- Provides support to all current or new MyEDC account holders, helping them register, navigate, and resolve any technical issues they are experiencing with the portal
- Actively listens and engages in professional discussions to resolve issues, providing EDC product and service information, identify new business opportunities and navigate Canadian companies to the next step in their journey which may include handing off to relevant teams at EDC or to our partners as part of the Canadian trade ecosystem
- Liaises with business teams across value streams in support of customer needs
- Targets and delivers department service level agreements
- Documents all customer interactions using available tools and systems
- Ability to excel in a team environment, is passionate about customer satisfaction and strives towards operational effectiveness
- Communicates effectively, demonstrates a growth mindset and high level of engagement
- Regularly raises customer feedback and documents it for shared learnings and process improvement purposes

**Screening Criteria**:

- Undergraduate degree in Business Administration, Finance, Economics or combination of college diploma and relevant work experiences
- Must be able to work schedule between the hours of 8:00 a.m. to 8:00 p.m. EST Monday to Friday
- Effective communication skills
- Excellent listening, trouble shooting and probing skills
- Strong team player

**Assets**:

- Prior experience in financial services or international trade
- Experience in a customer contact centre or customer service
- Experience using ServiceNow CSM module
- Experience using Genesys Cloud

**EDC's Commitment t