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Bilingual Records and Research Agent
4 months ago
Position: Bilingual Records and Research Agent
Reporting to the Manager of Records, Research & Pension Services, the Bilingual Records and Research Agent is responsible for the daily processing of records from both the Operations team as well as cases assigned directly to the Record & Research team. The agent must ensure that all requests and records are treated with the provisions and procedures of the company. Requests may include but not limited to: ordering of U.S. and International checks (including SSN, Criminal (all levels), MVR’s, credit records, and driving records). The Records & Research Agent is responsible for completing requests and ensuring that they are provided in a timely fashion. Other requests for Records & Research may include: Bankruptcy, Litigation, Judgement, Tax Liens, PPSA and Criminal History searches.
Responsibilities:
Based on their role, the Bilingual Records and Research Agent shall:
Be responsible for the efficient and continuous accuracy when requesting searches writing reports and entering search requests Ensure that their Manager is aware of all situations that may have an impact on customers or the functioning of daily operations in order to find possible solutions Understand and apply the Escalation Policy if necessary Maintain and provide excellent customer service and customer attitudes among all staff Report the results of verifications to customers using the established procedure offer other methods of research if required Ensure the quality of our services and presentation of our reports Must be able to transmit information obtained in professional and understandable written reports that comply with company policies Clearly understand the nature and limits (legal and fiscal) of the mandate Have on hand the necessary consent documents for the requested verifications Carry out verification work using the tools at your disposal and stay up to date with new services and new procedures that are implemented Meet deadlines for requests for services from customers Ensure compliance with the company standards of privacy and security Work with team members to ensure excellent customer service Perform other duties that may be assigned by one of their supervisors.Required Qualifications:
Knowledge and Education
Degree of a college/high school recognized in Canada Must be Bilingual (English and French) Typing ability (minimum typing speed)Experience, Skills and Abilities
A minimum of one (1) year of experience in customer service Excellent computer skills, web, conventional database Ability to provide superior customer service Exceptional Attention to Detail, Organization and Time Management Capacity to communicate clearly Aptitude to work both in team and individually Ability to work in a changing environment.By joining our team you will enjoy:
Working with a collaborative and diverse team Opportunities to grow within your team and the organization Personal days off Complete group insurance coverage (Extended health care, dental, vision care, disability insurance, life insurance) and Employee assistance program Telemedicine services for you and your family Collective RRSP with employer match.