Export Development Canada

When you join our team, you’ll be helping Canadian companies bring their vision, passion and innovation to the global marketplace. Your knowledge and expertise will support more than 10,000 Canadian companies and their customers in as many as 200 markets worldwide. You’ll work shoulder-to-shoulder with the best and brightest in an inclusive, collaborative environment that fosters professional development and success. And you’ll know that you’re making a difference every day—for companies, for Canada and for the people you work with.

Year after year, EDC has been recognized as a Top 100 and Top Family-Friendly Employer.

Team Overview

EDC Customer Care is a centralized service team based out of Ottawa, who serve the Credit Insurance line of business and provides support to customers, bankers, brokers and partners from 8:30 am – 5:00 pm coast to coast (7am - 8pm EST).

The Customer Care Associate primarily acts as the inbound point of contact for all credit insurance activities. You will provide value-add customer service throughout the life cycle of the customer journey. You will enhance the overall customer experience through strong operational and performance management, and work to improve processes and services by sharing customer stories and collaborating with team members and internal stakeholders on an ongoing basis.

Discipline Summary

• Customer service management

• Probing and problem solving

• Investigate and resolve customer inquiries and complaints fairly and effectively

• Builds and nurtures professional relationships while providing EDC products and services to customers

• Identifies new business opportunities

• Target and deliver department service level agreements

Key Responsibilities

• Onboards new customers to financial and non-financial products, ensuring they understand their rights and obligations

• Responds to all policy administration and claims process-related questions (insurance) and inquiries regarding application approval status, declarations, payments, adding countries, buyers, banks and affiliates

• Supports customers with creating and/or updating of defined policy/agreement amendments

• Promotes EDC products, solutions and tools to current and prospective customers and external partners

• Liaises with business teams across value streams in support of customer needs

• Services all billing inquiries, manages all customer access to payment portals, helps customers set up pre-authorized debit payments and processes all credit card payments

• Documents all customer interactions using available tools and system and actively uses and contributes to the Knowledge Library

Qualifications

Screening Criteria

• 0-2 years’ experience in a customer contact center or related experience
• Knowledge of customer service operations principles and practices
• Excellent trouble shooting and probing skills, analytical skills and applies good judgment
• Must be comfortable with handling a high volume of inbound enquiries over the telephone and email on a daily basis
• Strong team player
• Strong knowledge in the operation of computer applications (e.g. Word, Excel, Outlook and other related programs) and ability to work with computer-based applications (client management and contact center systems)
• Bilingual in both official languages (English & French)
• Willing and able to work shift work hours from Monday to Friday, 7:00 a.m. to 8:00 p.m. EST

Assets

• Undergraduate Degree in Business Administration, Finance, Commerce or other relevant discipline
• Customer experience in a financial environment

Salary Range

Other Locations: Canada-Vancouver

Schedule: Full-time

Job Type: Permanent