Job Description

The Opportunity:

We are a leading Canadian financial services co-operative committed to being a catalyst for a sustainable and resilient society and our team is essential to deliver on this strategy. That's why we prioritize our people, to ensure we provide a strong culture and development opportunities which enables our team to thrive and to live our purpose. The best part is that you will work with people that care passionately about you, our clients, and our communities.

Our Client Services team aspires to create a seamless and personalized client experience. Our professional, agile and knowledgeable team works collaboratively to understand and anticipant the needs of our clients, helping our organization to grow. We foster open communication and think innovatively to find mutually beneficial solutions for our clients.

As the Billing and Payment Representative, you will contribute to the effective and efficient delivery of services for billing related functions. You will be responsible to analyze client accounts, maintain accurate records, process refunds, and collect and administer premium. You will provide expertise to clients and business partners and respond to billing and payment related inquiries within defined service standards.

How you will create impact:

Responding to incoming calls from clients, assisting with billing and payment inquiries and ensuring client interactions meet or exceed quality standards.

Administering clients' payments and billing related changes, including payment arrangements, cheque deposits, credit card and online banking transactions.

Initiating contact with clients to collect outstanding receivables and processing payments or billing related changes in alignment with prescribed collection guidelines.

Reviewing system generated reports, investigating and resolving errors, and ensuring changes are documented in applicable systems.

Providing timely responses to all administrative inquiries, managing client complaints in a professional manner and ensuring any issues or concerns are escalated according to established protocols.

How you will succeed:

You influence change and are committed to continuous improvement, in order to exceed client expectations.

You leverage critical thinking skills to identify problems and proactively propose solutions.

Your strong communication skills allow you to clearly convey messages.

You're an effective team player who shares knowledge to support your peers.

To join our team:

You have 1-2 years of experience in an administrative environment, which could include: accounting, billing, payment processing, or a related field.

You have completed post-secondary education.

Having client service experience in a contact centre is an asset.

Having or working towards the Chartered Insurance Professional (CIP) designation is an asset.

What you need to know:

The incumbent will be required to complete the Foundations of Customer Service in a Financial Services Environment (ACS 100) course upon hire.

This role operates in a contact centre environment where a high level of audio and visual concentration is required for extended periods of time.

Extended work hours, including evenings and weekends, may be required.

You will be subject to a Criminal Record and Consumer History background check as a condition of employment, in the event you are the successful candidate.

What's in it for you?

Training and development opportunities to grow your career with one of Canada's Best Employers.

Flexible work options and paid time off to support your personal and family needs.

A holistic approach to your well-being, with physical and mental health programs and a supportive workplace culture.

Paid volunteer days to give back to your community.

A comprehensive total rewards package, including competitive salary, bonus, pension and benefits.