Bilingual Records and Research Agent

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.
30+ days ago