Customer Service Executive

Job summary

The role involves handling complex client service requests regarding retirement and investment products while maintaining service standards. The executive will also identify trends, recommend process improvements, and contribute to a collaborative team environment.

Job details

Job Title: Customer Service Executive Location: Montreal, QC (Hybrid) Duration: 6 months contract (with possibility of extension/conversion) Responsibilities: • Accurately and thoroughly handle increasingly complex client service requests at initial point of contact. • Provide accurate and complete information and insight on retirement products the member may have. • Effectively use multiple administrative systems to resolve inquiries, within the defined service standards. • Assist customers with the completion of appropriate forms and other policy requirements. • Respond to customer inquiries on retirement and investment policies. • Take a proactive role in identifying and reporting areas of continuing client concern (trends) and make recommendations to help develop and implement strategies to resolve the issues in order to improve the service experience. • Recommend client centered resolutions to issues and identify and initiate exceptions within guidelines Identify opportunities and make recommendations to improve operational processes and practices. • Responsible for contributing to a strong collaborative team and building customer working relationships while providing excellent customer service. • Keep current with company policies, procedures, and processes. • Meet expectations relative to Productivity (AHT, Aux Usage, Reliability, Adherence, CX Contribution, etc.), Accuracy (QA, Compliance, etc.) and Service Excellence (tNPS). • Process transactions on behalf of clients if/when required. Candidate Requirements/Must Have Skills: 1. Must be fully and fluently Bilingual (French/English), in both verbal and written proficiency, in both French and English 2. Customer service focus and skills 3. Work experience in contact center is necessary. (minimum 1 year) 4. Knowledge of our business policies, procedures, and concepts Dexian stands at the forefront of Talent + Technology solutions with a presence spanning more than 70 locations worldwide and a team exceeding 10,000 professionals. As one of the largest technology and professional staffing companies and one of the largest minority-owned staffing companies in the United States, Dexian combines over 30 years of industry expertise with cutting-edge technologies to deliver comprehensive global services and support. Dexian connects the right talent and the right technology with the right organizations to deliver trajectory-changing results that help everyone achieve their ambitions and goals. To learn more, please visit https://dexian.com/. Dexian is an Equal Opportunity Employer that recruits and hires qualified candidates without regard to race, religion, sex, sexual orientation, gender identity, age, national origin, ancestry, citizenship, disability, or veteran status.

What you’ll do

The role involves handling complex client service requests regarding retirement and investment products while maintaining service standards. The executive will also identify trends, recommend process improvements, and contribute to a collaborative team environment.

Requirements

Candidates must be fully bilingual in French and English and possess at least one year of contact center experience. A strong customer service focus and familiarity with business policies and procedures are required.

Listed skills

• Customer service · Preferred
• Problem solving · Preferred
• Compliance · Preferred
• Communication · Preferred
• Team Collaboration · Preferred
• Data entry · Preferred
• Process Improvement · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Bilingual
• Customer Service
• Contact Center
• Retirement Products
• Investment Policies
• Administrative Systems
• Problem Solving
• Communication
• Data Entry
• Process Improvement
• Compliance
• Team Collaboration

Job areas

• Customer Service & Support
• Finance & Accounting
• Administrative