Client Support Associate

Jobinhalt

Position Overview

Everyday People Financial Inc. (or “EP”) is a new and growing FinTech credit provider. At EP, our people come first. We offer a fun, supportive work environment and encourage authenticity at work. We are looking to hire a Client Support Associate for our office in Edmonton. Our Client Support team is fun, flexible, self-motivated and pride themselves on achieving best-in-class service.

The Client Support Associate is the first line of support for EP’s clients and will maintain exceptional customer service levels. The Client Support Associate is responsible for investigating, documenting, and resolving incoming customer issues.

Our ideal candidate is a team player who conducts themselves in a professional manner. You have a high level of accuracy and attention to detail with a strong sense of urgency. Additionally, you have demonstrated experience proactively identifying and resolving issues.

Key Responsibilities

• Responds to customer inquiries and resolves issues in a timely manner.
• Documents and escalates complex customer issues to the Client Support Manager.
• Proactively identifies issues and recommends solutions.
• Practices and ensures compliance of company policies and procedures.
• Ensures that process flows are completed within the defined scope.
• Achieves and maintains key performance metrics.
• Uses business tools and industry knowledge to identify problem areas and document business requirements.
• Establishes and maintains effective work procedures.
• Helps to determine client credit eligibility.
• Corresponds with customers to collect payments (dunning activities).
• Performs other duties as required.

What It Takes To Succeed

• 1 to 2 years of experience in a customer service-related role.
• High school diploma preferred.
• Bilingual written and verbal skills considered an asset.
• Must be committed to working in a full-time role with the ability to work weekends 8:00 am – 4:00 pm; Weekdays 12:00 pm – 8:00 pm with additional hours as required.
• Experience working in the finance or banking industry is an asset.
• High level of accuracy and attention to detail.
• Demonstrates a strong sense of urgency when supporting clients.
• Understanding of financial transactions considered an asset.
• Exceptional communication and customer service skills.
• Ability to multi-task and work in a fast-paced environment.
• Effective problem-solver with the ability to make sound decisions.
• Experience working with Customer Relationship Management systems (CRM).
• Must be proficient in the Microsoft suite of products including Word, Excel and Outlook and possess basic computer management skills such as saving files.

Job Type: Permanent

Benefits:

• Dental care
• Disability insurance
• Extended health care
• Life insurance
• Paid time off

Schedule:

• 8 hour shift
• Monday to Friday
• Weekends

Work remotely:

• No