EDC Careers – Customer Care Associate

Job Description:

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.

Job Responsibilities:

• Onboards new customers to financial and non-financial products, ensuring they understand their rights and obligations
• 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
• Supports customers with creating and/or updating of defined policy/agreement amendments
• Documents all customer interactions using available tools and system and actively uses and contributes to the Knowledge Library
• 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
• 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

Job Requirements:

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

Job Details:

Company: EDC

Vacancy Type:  Full Time

Job Location: Toronto, CA

Application Deadline: N/A

Apply Here