Job Description

Job Requisition Id: 143121
Business Function: Finance
Primary City: Ottawa
Other Location(s):
Province: Ontario
Employment Type: Full-Time
Employment Status: Term
Language Requirement: Bilingual Imperative (BBCC)
Employee Class and Level: UPCEA04
Working Hours:
Number of Vacancies: 1
Salary:
Job Closing Date (MM/DD/YYYY): 04/06/2023



Provides an interface between customers and Canada Post functions and/or contractors to resolve enquiries pertaining to traceable products and services by listening attentively to customers, solving problems and negotiating effectively, maintaining a professional rapport with customers, authorizing and implementing the settlement and payment of claim refunds when required.

Job Responsibilities

Below are the main responsibilities for the Agent, Claims:

1. Provides an interface between customers and Canada Post functions and/or contractors to resolve enquiries pertaining to traceable products and services. This requires sufficient knowledge of products, CPC Postal guidelines, policies, procedures, standards and operations in order to carry out these tracing activities.

2. Listens attentively and communicates effectively to identify customers\' key concerns.

3. Solves problems by conducting research and working with applicable functions to determine appropriate corrective measures. This requires knowledge of various corporate systems in order to conduct required research.

4. Negotiates effectively with customers, Canada Post functions or contractors to maintain customer relations and reduce the risk of loss of business to the Corporation.

5. Maintains a professional rapport with customers throughout the enquiry process, while meeting set standards for enquiry resolution and ensuring proper closure with the customer.

Job Responsibilities (continued)

6. Authorizes and processes the settlement and payment of claim refunds to customers, as per Divisional/Regional and/or Head Office directives in a timely, economically and equitable manner.

7. Performs emergency procedures provided by Head Office, the National Control Centre, Divisional/Regional Office of the Regional Control Centre for items involved in major incidents and service failures.

8. Communicates with customers by telephone, correspondence and/or electronic mechanisms.

9. Captures, tracks and maintains accurate case records from first point of contact to the completion of the enquiry, by using applicable systems and utilizes other systems to effectively accomplish other activities required in the resolution of enquiries.

10. Prepares reports and performs other administrative duties including printing, photocopying and sending information to customers or Canada Post departments to assist in the resolution of issues.

Qualifications

Education

• Completion of secondary school according to provincial standards or equivalent (GED) is required. AND

• Completion of post-secondary (College/University) course(s) in a related field is required.

Experience

• 1-3 years of related work experience is required.

Other Candidate Requirements

• Working knowledge of SAP and various MS Office software applications, such as Excel, Word and Outlook.

• Ability to listen and communicate effectively to identify customers\' key concerns.

• Ability to work effectively as a contributing team member.

Other Information

• Anticipatory Staffing
• An eligibility list will be established for a period of 12 months.

One year term position with the possibility of permanency or extension.

ESSENTIAL REQUIREMENTS

Knowledge

• Working knowledge of SAP/CRM/EM and various MS Office software applications, such as Excel, Word and Outlook.
• Knowledge of CPC products and services, warranties and liabilities.
• Knowledge of CPC corporate policies, procedures and guidelines.

Skills Abilities and Personal Suitability * Must be able to use computing systems (eg type 25 words per minute)

• Must be able to accurately record information over the telephone.
• Must be able to communicate effectively orally and in writing.
• Must be able to work under pressure and maintain productivity during peak hours.
• Work with minimal supervision, exercising initiative, independent judgement and tact in the performance of assigned tasks.
• Good interpersonal skills, reliability, integrity and team spirit.
• Ability to deliver world Class service

EXIGENCES ESSENTIELLES

Connaissances

• Connaissances pratiques du SAP, du module de Gestion des relations avec la client\xc3\xa8le (GRC), du module de gestion d\'activit\xc3\xa9s et des applications de Microsoft Office telles qu\'Excel, Word et Outlook.
• Connaissance des garanties, des responsabilit\xc3\xa9s, et des produits et services offerts par la SCP.
• Connaissance des politiques, des proc\xc3\xa9dures et des directives de la SCP.

Aptitudes, capacit\xc3\xa9s et qualit\xc3\xa9s personnelles * Capacit\xc3\xa9 \xc3\xa0 utiliser des syst\xc3\xa8mes informatiques (p. ex., taper 25 mots par minute)

• Aptitudes \xc3\xa0 consigner l\'information avec exactitude au t\xc3\xa9l\xc3\xa9phone.
• Capacit\xc3\xa9 \xc3\xa0 communiquer efficacement tant \xc3\xa0 l\'oral qu\'\xc3\xa0 l\'\xc3\xa9crit.

Safety Sensitive Positions
This position may be considered a Safety Sensitive position.

Employment Equity

Canada Post will represent Canada\'s diversity and provide a safe and welcoming workplace that embraces and celebrates our differences.

We are committed to employment equity and encourage applications from women, Indigenous Peoples, persons with disabilities and visible minorities.

Conflict of Interest
The Conflict of Interest Policy prohibits employees from hiring, supervising or reporting to, directly or indirectly via the reporting hierarchy, their immediate family or close personal relations. Should you feel that you may be in an actual or potential Conflict of Interest in regard to this job opportunity, you must communicate with the designated Human Resources representative.

Accommodation

Canada Post is committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you are contacted by Canada Post regarding a job opportunity, please advise if you have any restrictions that need to be accommodated. All information received in relation to accommodation will be kept confidential.

Important Message
Your application must clearly demonstrate how you meet the requirements as Canada Post cannot make assumptions about your education and experience. We thank all those who apply. Only those selected for further consideration will be contacted.

Leadership Behaviours
Decision Making - A champion of the organization who takes calculated risks and makes prudent, common sense decisions about current issues, future opportunities and resource requirements in a timely, well thought out manner, that aligns with the corporation\'s best interests.
Accountability - An individual who strives for performance excellence and who holds him/herself and direct reports accountable for decisions and actions and for learning from mistakes when intended results are not achieved.
Business Orientation - A proactive individual who understands the competitive nature of the business, and is committed to sustaining the business through excellent customer service and new business opportunities.
Execution - A focused and self-motivated individual who acts with a sense of urgency and delivers on time and within budget, by dealing effectively with challenges and ambiguous situations.
Leading People - A compelling communicator and leader who engages, motivates and inspires others to achieve results and who encourages personal growth and finding better ways of doing things.

Our Values

We value diversity as an essential part of who we are as a company, how we operate and how we see our future. We believe that attracting, developing, and retaining people who reflect the diversity of Canada is essential to our success because this matters to all communities and customers we serve.

Canada Post\'s corporate values reflect the principles, beliefs and aspirations that guide our behaviour and shape our culture.

Safety - We are committed to a safe and healthy environment for all our stakeholders.
Customer - We serve Canadians with pride and passion.
Respect - We treat each other with fairness and respect.
Integrity - We act responsibly and with integrity.
Transformation - We will innovate and transform to win in the marketplace.

Canada Post