Customer Success Specialist

**Description**:
**Mandate**

As customer success specialist, you will encourage customers to maximize the value of their RESP contributions and answer their questions and concerns along the way. You have a revenue driven mindset that focuses on building balance and identifying up sell opportunities. Through providing a fantastic customer experience and using your ability to make complex concepts simple and understandable, you will promote retention, increase customer satisfaction, and safeguard the reputation of Embark in the marketplace.

**CHALLENGES TO BE MET**:

- Focus and deliver on retention, revenue, and reference ability within our customer base.
- Proactively manage and retain existing customers by building strong relationships.
- Execute and improve upon current customer retention strategy in an inbound and outbound call center environment.
- Establish trust and credibility through regular communication and effective relationship-building strategies.
- Act as a trusted RESP advisor to help customers maximize grants, optimize contributions, align with education savings goals, 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 offering(s) in collaboration with product and sales teams to drive revenue growth.
- Responsible for various outbound activities such as those related to potential loss of business and balance build.
- Operational tasks on executing the cancellation of customers’ plans, if needed.
- Accurately document all interactions, cases, and outcomes in CRM tools.
- Maintain up-to-date knowledge of the company’s market conditions and leverage advantages to build effective solutions for great customer experience and identify areas for internal process improvement.
- Contribute to a strong team culture by actively supporting teammates and sharing best practices.
- Work cross-functionally with Sales, Product, and Operations teams to ensure seamless customer experience.
- Participate in training sessions, feedback loops, and coaching to continuously develop customer success capabilities.
- Perform other duties as required outside of those mentioned above.

**WHO WE ARE LOOKING FOR**:

- 6-9 months of experience in Customer Service, managing front-line interactions
- Strong interpersonal Skills & negotiation skills
- Customer-centric approach, providing financial Advice when appropriate, by ensuring that our customers understand all the benefits of their RESP at each stage of its lifecycle including balance building, grant maximization and strategic withdrawals
- Autonomy and excellent judgement
- 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 in order 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
- Bilingual (French/Mandarin/Cantonese) is 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. (“Embark”), 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.

Embark Corp. is cultivating an environment that enables growth, trust and pioneering. To help drive our transformation and growth, we are guided by the following strategic pillars:

- Elevate our Expertise in Education Savings & Planning
- Aspire to be Trusted and Easy to do Business with
- Put our Customers in the Center of Our Experience
- Partner to Drive Value, Scale and Reach

What makes us qualified to do this?
In business since 1965 and owned and operated by a not-for-profit organization, everything we do is in service to our students. We are a diverse and passionate community of experts that firmly believes in the benefits of education, priding ourselves on helping to shape their future and empowering them to reach their full potential.

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