Billing & Payment Representative

Company: CGIC

Department: Client Services

Employment Type: Regular Full-Time

Work Model: Hybrid

Language: English is required, French is an asset.

Additional Information: This/these role(s) is/are currently vacant

We are a leading Canadian financial services co-operative committed to being a catalyst for a sustainable and resilient society and our team is essential to deliver on this strategy. That's why we prioritize our people, to ensure we provide a strong culture and development opportunities which enables our team to thrive and to live our purpose. The best part is that you will work with people that care passionately about you, our clients and our communities.

Our Client Services team aspires to create a seamless and personalized client experience. Our professional, agile and knowledgeable team works collaboratively to understand and anticipant the needs of our clients, helping our organization to grow. We foster open communication and think innovatively to find mutually beneficial solutions for our clients.

As the Billing and Payment Representative you will contribute to the effective and efficient delivery of services for billing related functions. You will be responsible to analyze client accounts, maintain accurate records, process refunds, and collect and administer premium. You will provide expertise to clients and business partners and respond to billing and payment related inquiries within defined service standards.

• Responding to incoming calls from clients, assisting with billing and payment inquiries and ensuring client interactions meet or exceed quality standards.
• Administering clients' payments and billing related changes, including payment arrangements, cheque deposits, credit card and online banking transactions.
• Initiating contact with clients to collect outstanding receivables and processing payments or billing related changes in alignment with prescribed collection guidelines.
• Reviewing system generated reports, investigating and resolving errors, and ensuring changes are documented in applicable systems.
• Providing timely responses to all administrative inquiries, managing client complaints in a professional manner and ensuring any issues or concerns are escalated according to established protocols.

• You influence change and are committed to continuous improvement, in order to exceed client expectations.
• You leverage critical thinking skills to identify problems and proactively propose solutions.
• Your strong communication skills allow you to clearly convey messages.
• You're an effective team player who shares knowledge to support our peers.

• You have experience in customer service, administration, billing or a related field.
• You have completed post-secondary education.
• Having call center experience or numerical aptitude is an asset.
• You have or are willing to complete the Foundations of Customer Service in a Financial Services Environment (ACS 100) course upon hire.
• This position primarily works with majority non-francophone groups, and teams located outside of Québec, and requires proficiency in English. The essential non-French duties are not assignable to adjacent or other team members.

• You will be subject to a Background check as a condition of employment, in the event you are the successful candidate.

• Training and development opportunities to grow your career.
• Flexible work options and paid time off to support your personal and family needs.
• A holistic approach to your well-being, with physical and mental health programs and a supportive workplace culture.
• Paid volunteer days to give back to your community.
• In addition to our competitive salary and incentive programs, eligible employees also benefit from a comprehensive total rewards package including group retirement savings plans, pension and benefits (e.g., health and wellness, dental, disability and life coverage), mental health support and an employee assistance program.

Expected salary/hourly range $43, $72,583.00

The salary amount for the successful candidate is determined by Co-operators in its discretion and will vary depending on several criteria including but not limited to: local market conditions, geography and relevant job-related factors such as knowledge, skills, qualification, experience and education.

Employees may also have the opportunity to participate in incentive programs and earn additional compensation tied to individual and/or business performance, or other business metrics.