Bilingual Customer Service Professional - Distributor Support

Description

The DCC Customer Service Professional is the first point of contact for internal business partners and external clients (distributors) for inquiries that come into the Distributor Contact Centre via telephone or email correspondence.

In this role, you will be accountable for providing support with contracting, transfers, recognition and compensation-related issues for distributors aligned with the various distribution channels.

As a Bilingual Customer Service Professional, you will demonstrate superior commitment to meeting our requestor’s needs by providing prompt, accurate responses to our distributors.

As our ideal candidate, your talent is your ability to communicate effectively, your aptitude to learn and multi-task in an ever-changing environment.

Responsibilities

Research and resolve inquiries differing in complexity as they relate to contracting, transfers, recognition and compensation

Demonstrate ability to problem solve, negotiate and coordinate conflict management

Collaborate and engage internal business partners in delivering solutions

Gather and record detailed information from Distributors in order to resolve requests and concerns

Meet pre-established service level agreements

Participate in on-going service improvements

Manage escalations from advisors / firms and ensure customer complaints are handled efficiently

excellent knowledge of Excel and are comfortable learning new applications and tools

Must be available Monday to Friday 9 : 00AM to 5 : 00 PM EST

What motivates you?

You obsess about customers, listen, engage and act for their benefit.

You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.

You thrive in teams and enjoy getting things done together.

You take ownership and build solutions, focusing on what matters.

You do what is right, work with integrity and speak up.

You share your humanity, helping us build a diverse and inclusive work environment for everyone

What we are looking for

Bilingual (French & English) is required - The successful candidate will be required to communicate in English and French in order to support clients from various jurisdictions outside of Quebec.

Proven ability to multitask

Confidence in your aptitude to learn and apply information quickly

Excellent communication skills, written and verbal

You thrive in a fast-paced, ever-changing environment in a calm and professional manner

Ability to obtain or give information in situations which require tact, diplomacy, or persuasion

Demonstrated experience in dealing with difficult situations and problem solving

Technical competence in maintaining an information database and producing ad hoc reports

Research skills and attention to detail are necessary to succeed in this position

Previous customer service experience

Post-Secondary education

What can we offer you?

A competitive salary and benefits packages.

A growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills.

A focus on growing your career path with us.

Flexible work policies and strong work-life balance.

Professional development and leadership opportunities.

Our commitment to you

Values-first culture : We lead with our Values every day and bring them to life together.

Boundless opportunity : We create opportunities to learn and grow at every stage of your career.

Boundless opportunity : We invite you to help redefine the future of financial services.

Delivering the promise of Diversity, Equity and Inclusion : We foster an inclusive workplace where everyone thrives.

Championing Corporate Citizenship : We build a business that benefits all stakeholders and has a positive social and environmental impact.