What We’ll Bring:<\/p>\n
\tThe primary responsibility of the Bilingual Customer Care advocate\/Customer Service Representative is to provide exceptional customer service and assistance to our customers.
\n\tIn situations where the customer has experienced exposure of their personal information, the advocate must be able to follow required scripting from FAQs to provide answers to caller\u2019s questions. In addition, they must be able to assist callers with troubleshooting and standard inquiries connected to our credit monitoring platform.<\/p>\n
What You’ll Bring:<\/p>\n
What You’ll Bring:<\/p>\n
\tManage incoming calls for both English and French speaking banking and business customers.
\n\tIdentify and assess customers’ needs to achieve satisfaction.
\n\tBuild sustainable relationships of trust through open and interactive communication.
\n\tProvide accurate, valid and complete information by using the right methods\/tools.
\n\tMeet personal\/customer service team targets and call handling metrics.
\n\tHandle complaints, provide appropriate solutions and alternatives within the time limits; follow up to ensure resolution.
\n\tFollow communication procedures, guidelines and policies.
\n\tTake the extra mile to engage internal and external customers, always being scrupulous and thorough.<\/p>\n
Duties & Responsibilities:<\/p>\n
Responsibilities include but are not limited to the following:<\/p>\n
Customer Care<\/p>\n
\tFollow scripted FAQs to ensure the customer gets accurate information on their first call regarding Breach specifics as well as product inquiries.
\n\tProvide clear answers and direction to questions in regard to credit monitoring, enrollment, product features and other product related inquiries.
\n\tProvide professional and courteous customer service and expert assistance to potential victims of identity theft.
\n\tActive listening to understand the customer\u2019s issue and provide the appropriate response or remedy.
\n\tDrive First Contact Resolution.
\n\tEducate and advise potential victims of identity theft of appropriate steps to take to protect their identity.
\n\tEnsure service is prompt yet provides full resolution of the customer\u2019s concern or inquiry.
\n\tEmpathize with customers in a genuine way that lets them know you care about their issues.<\/p>\n
Case & System Management<\/p>\n
\tGather, assemble and preserve customer facts and statements into database.
\n\tAbility to utilize administrative consoles to review artifacts and data to assist with customer inquiries and issues.
\n\tAdhere to policies and procedures internally and comply with external regulations.<\/p>\n
Performance<\/p>\n
\tAchieve SLA requirements by the company such as: Average Handle Time, Quality and Customer Satisfaction Survey scores, Schedule Adherence and other defined KPIs.
\n\tFollow all call regulations as outlined.
\n\tMaintain confidentiality of the organization\u2019s customer and data.
\n\tAdhere to policies and procedures internally and comply with external regulations.
\n\tAdhere to break\/meal schedule as required.<\/p>\n
Attitude and Commitment<\/p>\n
\tBe ready to serve our customers by taking inbound phone calls for at least 85% of your day.
\n\tAbility to multi-task and follow through on commitments.
\n\tStrong organizational and time-management skills.
\n\tAble to work independently and in a team environment.
\n\tReliable and consistent attendance.
\n\tMust be a quick learner and great utilizer of resources.
\n\tAbility to perform duties remotely in a quiet, secure area.<\/p>\n
Qualifications:<\/p>\n
\tHigh school diploma\/matric certificate required.
\n\tBilingual (fluent in English and French).
\n\t1-2 years of experience in an operations environment.
\n\tAbility to multi-task and prioritize with strong organization skills.
\n\tRead, understand, and interpret CRS audit trail.
\n\tCollaborate with team members on projects.
\n\tMaintain and secure confidential and sensitive information.
\n\tProficiency with MS Office (Word, Excel, Outlook), internet and database navigation.
\n\tKnowledge of CRM and Sales Force is a plus but not mandatory.<\/p>\n
End Date: August 22, 2025\u00a0<\/p>\n
go to method of application \u00bb<\/p>\n
Apply via company website ( ) or<\/p>\n
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