Call Center Representative

Title: Customer Service Professional – Bilingual II

Location: Montreal, Quebec, Canada

Work Model: Hybrid – 3 days onsite (Tuesday, Wednesday, Thursday), 2 days remote

Contract Duration: 12 months

3 Schedule: Monday to Friday, 8:00 AM – 4:00 PM (37.5 hours/week)

This is an excellent opportunity to gain hands-on experience in the Group Retirement space from a client-facing perspective. You’ll be at the heart of operations, interacting with clients, collaborating across teams, and helping coordinate the many moving parts of Canadian Group Retirement services. As a key touchpoint for employers and members, you’ll play a vital role in resolving issues and ensuring seamless service delivery.

Key Responsibilities:

• Provide high quality service by responding effectively to clients’ questions, issues, and problems (via emails). Clients may include internal partners, plan sponsors, and plan members.
• Accountable for initial investigation of operational errors within Plan Sponsor Services
• Coordinate (with cross functional areas) to deliver client solutions – providing a single point of contact for service.
• Support external clients and internal clients by providing knowledge and expertise; may be called upon to attend face-to-face meetings with Plan Sponsors.
• Develop ‘win-win’ solutions to complex problems under tight deadlines; manage boundaries between customer base so roles are clear, workflow is smooth, and service is seamless.
• Communicate within the client environment to actively prevent errors and ensure all relevant parties are current and informed on case issues.
• Acknowledge internal and external client emails same day when received by 2pm EST.
• Identify trends in issues and errors, make recommendations for process changes to mitigate reoccurrence in the future (and include working with client on processes/best practices to provide quality work).
• Serve as primary intake for reconciliation requests provides support for internal areas to understand requirements plus expected outcomes and work with client to manage expectations – advocating for successful resolution.

Candidate Requirements/Must Have Skills:

• Proficient understanding of MS 365 applications including Excel, SharePoint, Power Point, and Word applications.
• Bilingualism is a requirement for this role as we support both French and English clients. (fully fluent written, verbal and speaking in both languages) • Good understanding of applicable legislation and/or privacy regulations and guidelines.
• Strong math skills used to reconcile financial reports and work with financial data • Minimum 1 year of Strong Customer Service experience demonstrating proven ability to manage and foster relationships with both internal and external partners

Required Soft Skills:

• Ability to understand and align work to Customer objectives.
• Proven ability to quickly and easily adapt to changes to meet customer needs.
• Demonstrated strength at evaluating feasibility or practicality of ideas with the ability to assess risk and trade-offs.
• Ability to quickly and easily adapt to changes within the business and organization. Easily transitioning from supporting one assignment to another • Strong teamwork and interpersonal skills focused on collaboration and cultivating strong working relationships.

Nice-To-Have Skills:

• Strong knowledge of workflows, procedures, and the functionalities, complexities and limitations of Canadian Group Retirement products will be considered an asset

Education:

• high school is required.

Dexian is a leading provider of staffing, IT, and workforce solutions with over 12,000 employees and 70 locations worldwide. As one of the largest IT staffing companies and the 2nd largest minority-owned staffing company in the U.S., Dexian was formed in 2023 through the merger of DISYS and Signature Consultants. Combining the best elements of its core companies, Dexian’s platform connects talent, technology, and organizations to produce game-changing results that help everyone achieve their ambitions and goals.

Dexian’s brands include Dexian DISYS, Dexian Signature Consultants, Dexian Government Solutions, Dexian Talent Development and Dexian IT Solutions. Visit https://dexian.com/ to learn more.

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.

Dexian will on request provide accommodation for disabilities to support your participation in all aspects of Recruitment, Assessment and selection process

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