Customer Care Associate (Ottawa & Vancouver)-0002TK
EDC is Canada’s export credit agency, offering information, knowledge and innovative commercial solutions to help Canadian exporters and investors expand their international business. We take on risk so Canadian businesses can take on the world.
When you join our team, you’ll be helping Canadian companies bring their vision, passion and innovation to the global marketplace. Your knowledge and expertise will support more than 10,000 Canadian companies and their customers in as many as 200 markets worldwide. You’ll work shoulder-to-shoulder with the best and brightest in an inclusive, collaborative environment that fosters professional development and success. And you’ll know that you’re making a difference every day—for companies, for Canada and for the people you work with.
Year after year, EDC has been recognized as a Top 100 and Top Family-Friendly Employer.
**We are looking to hire for positions based in Ottawa and in Vancouver.**
EDC Customer Care is a centralized service team, who serve the Credit Insurance line of business and provides support to customers, bankers, brokers and partners from 8:30 am – 5:00 pm coast to coast (7am - 8pm EST).
The Customer Care Associate primarily acts as the inbound point of contact for all credit insurance activities. You will provide value-add customer service throughout the life cycle of the customer journey. You will enhance the overall customer experience through strong operational and performance management, and work to improve processes and services by sharing customer stories and collaborating with team members and internal stakeholders on an ongoing basis.
Customer service management
Probing and problem solving
Investigate and resolve customer inquiries and complaints fairly and effectively
Builds and nurtures professional relationships while providing EDC products and services to customers
Identifies new business opportunities
Target and deliver department service level agreements
Onboards new customers to financial and non-financial products, ensuring they understand their rights and obligations
Responds to all policy administration and claims process-related questions (insurance) and inquiries regarding application approval status, declarations, payments, adding countries, buyers, banks and affiliates
Supports customers with creating and/or updating of defined policy/agreement amendments
Promotes EDC products, solutions and tools to current and prospective customers and external partners
Liaises with business teams across value streams in support of customer needs
Services all billing inquiries, manages all customer access to payment portals, helps customers set up pre-authorized debit payments and processes all credit card payments
Documents all customer interactions using available tools and system and actively uses and contributes to the Knowledge Library
0-2 years’ experience in a customer contact center or related experience
Knowledge of customer service operations principles and practices
Excellent trouble shooting and probing skills, analytical skills and applies good judgment
Must be comfortable with handling a high volume of inbound enquiries over the telephone and email on a daily basis
Strong team player
Strong knowledge in the operation of computer applications (e.g. Word, Excel, Outlook and other related programs) and ability to work with computer-based applications (client management and contact center systems)
Bilingual in both official languages (English & French)
Willing and able to work shift work hours from Monday to Friday, 7:00 a.m. to 8:00 p.m. EST
Undergraduate Degree in Business Administration, Finance, Commerce or other relevant discipline
Customer experience in a financial environment
$45,700 – $68,500 plus performance-based incentive
Ottawa or Vancouver
How to apply
Only candidates selected for an interview will be contacted.
Application deadline: July 10, 2020, 11:59 p.m. EST on www.edc.ca/careers
EDC is committed to employment equity and actively encourages applications from women, Aboriginal people, persons with disabilities and visible minorities. If selected for an interview, please advise us if you require special accommodation.
Candidates must meet the requisite government security screening requirements.
Primary Location: Canada-Ottawa
Other Locations Canada-Vancouver
Job Type: Permanent