Export Development Canada

Ottawa, Ontario

Customer Care Associate, Customer Care Team

Aug 23, 2019
Competitive
Ottawa, Ontario
Entry Level, Early Career

EDC is Canada’s export credit agency, offering information, knowledge and innovative commercial solutions to help Canadian exporters and investors expand their international business. We take on risk so Canadian businesses can take on the world.

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

  • Provides timely responses to customer inquiries by telephone, e-mail and/or other service tools in an inbound and outbound customer contact centre
  • Onboards new customers to their credit insurance policy, ensuring they understand their rights and obligations as well as how to manage their policy through its lifetime
  • First point of contact for new and existing customers. Provides product and service information, identifies new business opportunities and resolves or triages inquiries to appropriate teams to service customer requests and ensure a high level of customer satisfaction
  • Troubleshoots, provides support and resolves inquiries related to platform navigational assistance, policy and credit management, account billing, claims, enhancement feedback and complaints fairly and effectively
  • Assists customers with registration, application and renewal processes, and promotes the use of all customers portals
  • Liaise with business teams across Credit Insurance value stream to support customer needs
  • Documents all customer interactions using available tools and systems and provides support and guidance to peers on customer inquiries and processes
  • Actively uses and contributes to building the Knowledge Library
  • Identifies, recommends and implements continuous improvement programs, processes and systems to support customer needs

Key Responsibilities

  • Provide value-added customer service across the customer journey
  • Accountable to all impacted business stakeholders across EDC
  • Adheres to internal and external service level agreements to provide timely and valuable responses to customer inquiries by telephone, e-mail and/or other tools in an inbound or outbound customer contact activity while maintaining exceptional quality standards
  • Responsible for driving adoption use of existing and new customer portals
  • Establishes relationships with customers and explains general concepts about products and systems and identifies prospect opportunities
  • Documents all customer interactions using available tools and system to create analytics data to improve customer journey experience
  • Raises awareness of impact of EDC initiatives to customers by collaborating with departments across the organization
  • High amount of agility and comfort level navigating multiple systems
  • Contributes to the content of material to the Knowledge Library
Qualifications
 

Screening Criteria

  • Completion of College Diploma
  • 0 to 3 years of experience in a customer contact center or related service experience role
  • Knowledge of customer service operations principles and practices
  • Excellent trouble shooting and probing skills
  • Must be comfortable with handling a high volume of inbound enquiries over the telephone and email on a daily basis
  • 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

  • $45,000 – $67,000 plus performance-based incentive

Only candidates selected for an interview will be contacted.

Application deadline: August 23, 2019, 11:59 p.m. EST on www.edc.ca/careers

How to Apply