Bilingual Customer Success Specialist

2 months ago

Mississauga, Canada Embark Student Corp. Full time
DescriptionPlease note: This role is a parental leave replacement and as such, will have an estimated duration of approximately 12 - 18 months.

Please note: We are only accepting and reviewing bilingual French-speaking candidates at this time.

CHALLENGES TO BE MET
  • Deploy established retention tactics when engaging with existing clients who are looking to cancel or transfer out their Embark account 
  • Encourage customers to maximize the value of their RESP through account management activities
  • Being a licensed specialist, act as a subject matter expert on the RESP product, features and benefits
  • Leverage your experience, skills and capabilities to make complex concepts simple and understandable
  • 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. 
  • Conduct regular check-ins, account reviews to ensure customers are maximizing the value of their RESP, obtaining all eligible grants, 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.
  • Maintain up-to-date knowledge of the company’s market conditions and leverage advantages to build effective solutions for great customer experience. 
  • Contribute to the success of the team by willingly assisting others. 
  • Perform other duties as required outside of those mentioned above.

WHO WE ARE LOOKING FOR
  • Bilingualism in French is a requirement for this position
  • Min. 6 months of experience in loyalty or retention-focused teams  
  • 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
  • Must be eligible to be licensed through your local provincial authority and recognized by the RESP Dealers Association of Canada.

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.

As we move forward, we will leverage and build upon our unmatched expertise in the RESP space to propel both our students and our company forward, ensuring a better tomorrow. Our vision is set, our future is bright, and we’re just getting started.

We value each employee for their unique perspectives and experiences. If you are someone who has experience and skills similar to what we are looking for and is aligned with the culture and values, please consider applying

Work ModelWe have adopted a hybrid model, leveraging the best of remote and in-person work. This work model however can differ depending on roles and leaders. 

Equal Opportunity Employer
We at Embark Corp., are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a culture that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.

 Embark Student Corp. has been Great Place to Work® certified since 2018.

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