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Bilingual Call Center Agent

4 months ago

Saint John, Canada Prime Hires Full time

Position Title: Collections Agent III

Pay Rate: $30/hr

Start Date: asap

Contract Duration: 1 year

Location: Silver Falls, Saint John, New Brunswick

Schedule: Monday to Saturday, 9am-5pm or 1pm-9pm

Work Type: Hybrid – onsite 2 days per week


Description:


SUMMARY OF DAY TO DAY RESPONSIBILITIES:


- The Customer Assistance team is accountable to answer internal inbound calls regarding billing and payment inquiries from the sales team.

- Calls often require the ability to troubleshoot by evaluating payment history and reviewing online invoices.

- In addition, the team processes all payments, refunds and collections for insurance.

- Delinquency and Collections processes include creating and validating delinquency letters, preparing registered letters and outbound calls to customers to reschedule payments.

- Refunds or credits to clients may be system issued or by cheque.

- Transnational work is typically distributed via email or shared folders.

- Operations Officers are required to retrieve, complete and track all daily work activities.


CUSTOMER

• Execute transactions accurately, on time and in line with established guidelines / procedures while adhering to formal or informal Service Level Agreement(s) (SLAs)

• Refer or escalate processing or operational issues as needed based on a solid understanding of the issue, connecting with the appropriate function / partner to facilitate resolution and ensure that service quality is maintained

• Identify opportunities to improve service delivery and support process improvement initiatives

• Support partners with incoming transactions, validating information as needed to perform adjustments within authority levels

• Develop and maintain working relationships with customers, partners and vendors including responding to questions and / or concerns in an effective and timely manner


SHAREHOLDER

• Complete assigned workload to meet SLA requirements for service and productivity

• Understand internal and industry regulations, remain informed of emerging issues and apply appropriate due diligence in adherence with operating policies / procedures

• Consistently exercise discretion in managing correspondence, information and all matters of confidentiality; escalate issues where appropriate

• Support the timely and accurate completion of business processes including completing and recording transactions for either the organization or customers

• Actively review internal processes / activities and provide ideas for process improvement

• Investigate and escalate non-standard or high-risk activities as appropriate

• Adhere to enterprise frameworks and methodologies that relate to operations activities for own area (e.g. Anti-Money Laundering, Business Continuity Management)

• Be knowledgeable of and comply with Bank Code of Conduct


MUST HAVE:

- 1+ years relevant experience

- Bilingual – fluent French and English – (reading/writing/verbal)

- Undergraduate degree/ college diploma

- Able to communicate with clients (written and verbal communication skills)


NICE TO HAVE:

- Computer literacy skills

- Call center experience

- Customer service experience

- Financial industry experience