Bilingual Analyst, Customer Dispute Resolution Office
Role Summary:
- Manage complaint intake of customer complaints including corresponding with customers, regulators and other complaint bodies through both email and telephone.
- Record complaints in Complaint Management Database, distinguishing between early resolution opportunities, frontline complaints, and escalated Customer Dispute Resolution complaints; for actioning.
- Assist with early resolution complaints and managing overall workload for the Head, Customer Dispute Resolution Office.
- Liaise with internal business units regarding file redirection, clarification, and completion.
- Provide assistance on projects and various tasks including volume tracking and complaint tracking on a monthly and quarterly basis.
- Report directly to the Head, Customer Dispute Resolution Office.
What can you expect in this role?
- Complaint Management - listening to complaint calls and managing email/mail/fax submissions of complaints; setting up new complaints in Complaint Management Database; assigning complaints to appropriate individuals within organization for handling; and following-up on frontline complaints to ensure handling/completion
- File Management - managing and maintaining integrity of data collected in Complaint Management Database for Frontline and Ombudsperson related inquiries and complaints
- Project Management - assisting in projects as they arise for the Customer Dispute Resolution Office
- Administration - assisting in coordination of meetings/events for the Customer Dispute Resolution Office and assisting in follow-up and ad-hoc administrative projects
- Business Unit Coordination - acting as gateway to business areas requesting feedback, analysis, data, and project-related assistance from the Head, Customer Dispute Resolution Office
- French Language Assist - managing intake and assignment of French language and Quebec complaints including appropriate redirection and tracking; working closely with the Head, Customer Dispute Resolution Office and Specialist on French language files including providing direct assistance in management and response.
What do you bring to the role?
- Strong organizational skills and great attention to detail
- Strong written and verbal communication skills
- Professional, friendly, and courteous in all interactions, whether with customers or co-workers
- Able to perform under pressure, meet deadlines and handle multiple (sometimes conflicting) priorities
- Resourceful, self-motivated and adaptable to change
- Post-secondary education (University Degree; or College Diploma with relevant work experience)
- Fluently bilingual in English and French
High degree of proficiency with English and French required to service customers, both internal to the company and external, across Canada.
Salary Range: $43,700 - $80,500
