Bilingual Customer Experience Specialist

Position Type: Professional

Position: Permanent – full-time.

Salary Range: $54,400 - $75,000 CAD (annual)*

Transport is at the core of modern society. Imagine using your expertise to shape sustainable transport and infrastructure solutions for the future. If you seek to make a difference on a global scale, working with next-gen technologies and the sharpest collaborative teams, then we could be a perfect match.

Do you believe that people are the key to the success of an organization? Are you someone who wants to make an impact on the bottom line of our business and that of our customers? Do you want variety, unique challenges, and opportunities to grow? Do you want to offer value to several areas of the business and the opportunity to learn multiple areas of organization? If yes, keep reading to find out how you can be a part of the team here at Volvo Financial Services (VFS), a part of the Volvo Group, and become a member of a fast-paced, energetic, and crucial team.

Volvo Financial Services (VFS Canada Inc.) has an immediate opening for a bilingual account resolution specialist. This is an on-site role, located in Mississauga. We are in the process of relocating to Mississauga, and during the transition, you'll have the flexibility to work from both our Aurora and Mississauga offices. For the first few months, some time in Aurora will be helpful for onboarding and training. You will report to the Manager, Asset Management.

What You Will Do?

Customer experience is a critical driver of revenue growth, retention, and brand distinction, and this role ensures it is fully integrated into all operational channels. The position oversees customer service, dealer support, and field operations, ensuring streamlined service delivery and a premium experience for customers and dealer partners alike. This position reports to the Account Resolution Team Lead.

You will work in a collaborative, on-site, office-based environment at our location in Mississauga, Ontario, partnering daily with colleagues and dealer partners to resolve customer situations. We celebrate wins and learn from challenges, transforming together to stay flexible, fast, and customer focused.

Key Responsibilities:

• Implement, support, and drive the Customer Experience strategy, ensuring alignment with corporate objectives and industry standards.
• Serve as the first point of contact for customers and dealers, providing timely, accurate, and empathetic support via email and inbound/ outbound calls.
• Increase customer setup and drive utilization of our Customer Portal.
• Utilize customer experience measurement tools (e.g., surveys, NPS) and convert insights into actionable strategies.
• Foster a customer-first culture throughout the organization.
• Review and monitor KPIs and dashboards to evaluate operational and customer experience performance.
• Participate in and lead improvements to increase customer experience KPIs, ensuring every interaction reflects Volvo’s care and innovation.
• Utilize analytics to uncover trends, root causes, and continuous improvement opportunities.
• Drive automation efforts and provide feedback to advance our digital strategy with the Customer Portal.
• Partner with teams to drive initiatives that improve operational efficiency and elevate customer experience.
• Develop and refine operational processes supporting customers, dealers and internal teams, ensuring consistency and service excellence.
• Manage a portfolio of customer accounts to ensure compliance with payments and insurance coverage.
• Process key account documents, including payout quotes, audit balance confirmations, plating letters, and account reconciliations/amortization schedules.
• Act as the contact for lease assumption/loan takeover requests, including document collection and processing.
• Administer insurance processes, including certificates, status checks, and compliance follow-up.
• Escalate complex issues while taking ownership to ensure resolution.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all duties, responsibilities, and skills required of personnel so classified, and they may change at any time.

What you bring?

Do you dream big? We do too, and we are excited to grow together. In this role, you will bring:

• Bilingual verbal and written in French.
• BA/BS in Business or related field, or equivalent experience in financial services.
• Minimum of 2 years customer service experience in commercial banking, consumer lending, or equipment leasing.
• Excellent organizational skills, with the ability to prioritize and manage multiple tasks in a fast-paced environment.
• Strong written and verbal communication skills.
• Proficient with Microsoft Office Suite (Word, Excel, etc.); SAP or CRM experience is an asset.
• Bilingual in English and French (required).
• Known for problem-solving, critical thinking, and being a strong team player with a big-picture mindset.

You will be successful in this role if you are good at problem-solving, a critical thinker, thrive in a team environment, and like to look at the big picture.

What’s in it for you?

In addition to being part of a high-performing team in a fast-paced, rewarding environment, our benefits package also includes the following:

• Competitive compensation package including eligibility for a discretionary company bonus.
• Generous RRSP employer matching contributions.
• Group health, dental, LTD insurance and EAP program.
• Career development with global prospects.
• A dedicated Health & Wellbeing program.
• Volvo Group University for professional and personal development.
• The opportunity to do truly meaningful work in a supportive, constructive culture that encourages you to make the most of your talents.

Volvo Financial Services is an on-site business, and we understand that you might need occasional or temporary flexibility, which your leader is equipped to manage and as it fits well with our culture, as being together enables us to build upon our innovative and collaborative culture, as well as develop you for continued success.

Your future team:

In VFS, we demonstrate a clear vision to continue Transforming Together, a global mindset and a proven track record of successfully developing people, teams, culture, and leadership. By interacting with each other as an on-site business, we build relationships, which allow us to work together more efficiently and form stronger bonds with our colleagues and customers.

We value your data privacy and therefore do not accept applications via mail.

Who we are and what we believe in

We are committed to shaping the future landscape of efficient, safe, and sustainable transport solutions. Fulfilling our mission creates countless career opportunities for talents across the group’s leading brands and entities.

Applying to this job offers you the opportunity to join Volvo Group. Every day, you will be working with some of the sharpest and most creative brains in our field to be able to leave our society in better shape for the next generation. We are passionate about what we do, and we thrive on teamwork. We are almost 100,000 people united around the world by a culture of care, inclusiveness, and empowerment.

At Volvo Financial Services, we are working together to shape the world we want to live in. As the captive finance arm of the Volvo Group, VFS provides financial services and solutions that meet the needs of our customers’ evolving business. Through our dedication to innovation, we support society in its adoption of sustainable transport and equipment solutions. VFS is headquartered inGothenburg, Sweden, and serves Volvo Group customers and dealers in more than 50 markets.

What’s in it for you?

We offer a solid and competitive package of compensation and benefits, plus you will enjoy a diverse working environment with a culture of care and inclusion. As an investment, we support your personal development and growth to achieve your career aspirations. Volvo Financial Services is an on-site business and we understand that you might need occasional or temporary flexibility, which your leader is equipped to manage and fits well to our culture, as being together enables us to build upon our innovative and collaborative culture, as well as develop you for continued success.