The Role:
Reporting to the Team Lead, the Bilingual Client Services Associate is responsible for overseeing and administering the full on-boarding and Contractor Management lifecycle for Contractors on assignment with one or more Clients and resolving any normal issues that may arise. He or she possesses a full understanding and is able to perform or backup all duties listed in this job description.
Job Responsibilities:
• Create and maintain an excel tracking system for all new pre-identified candidates/active consultants
• Submit and manage all inquiries relating to the contract management process via ticketing system JIRA
• Provide support to consultants using Vendor Management Systems (i.e. SAP Fieldglass, Beeline)
• Act as a liaison between the Legal Department and Human Resources for all contract issues and reviews
• Act as a subject matter expert for clients and consultants on the various legal status classifications
• Schedule communications to consultants with regards to payment processing and timesheet deadlines
• Manage the client/consultant onboarding and renewal process while complying with internal policy and ISO management standards
• Develop and update strategies for a smoother consultant and client experience
• Serve as a primary point of contact to investigate and resolve consultant, client, and vendor inquires
• Assist external managers in determining total billable rates for all new pre-identified candidates
• Complete candidate submissions and finalize onboarding activities within the VMS portals
• Conduct quarterly audits on consultant documentation and onboarding requirements
• Monitor expiring contracts and provide notice for a smooth off-boarding experience
• Investigate AR discrepancies and follow up with the client or contractor as needed
• Serve as a primary point of contact to receive, investigate and resolve consultant, sub-vendor, and client questions relating to the billing and payment of invoices
• Create credit/debit memos to balance records within the Vendor Management System Fieldglass
Skills and Knowledge Required
Bilingual French and English
• Minimum 2 years of professional experience in a customer service or sales support role
• Demonstrated capability to learn and fully manage medium to high complexity administrative tasks on an independent basis
• Knowledgeable of contract and payroll administration procedures, tax regulations, and invoicing processes
• Knowledgeable of MS Office 365 – Specifically Outlook, MS Teams and SharePoint
• Ability to handle pressure in a calm manner and deal with all various levels of internal and external clients
• Detail oriented
• Strong commitment to excellent customer service
• Ability to prioritize workflow and meet deadlines
• Ability to handle confidential and proprietary information
• Dedicated team player with excellent interpersonal skills who is willing to assist other team members as needed
Procom - Bilingual Client Services Associate (Remote/Hybrid) • Toronto, Ontario, Canada
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