Job Description

SEB overview:

We are a technology company that designs and develops products and services to improve the administration of benefits. Our FlexPlus \xe2\x84\xa2 solutions transform our customers\' business processes and provide participants with a seamless and automated experience. Our experienced client teams create realistic solutions based on industry best practices. Passion for our customers is at the heart of SEB\'s business model. If, like us, providing exceptional experience every day is part of who you are, come meet our team! Visit our website to learn more about us: www.seb-admin.com.

Job overview:

The Benefits Administration (BA) Customer Service Representative (CSR) main responsibility is to provide high quality customer service by helping active and retiree participants and others through phone call, chat and email inquiries. By using various tools at his disposal to provide complete and accurate information to the caller, he acts as a liaison for callers and internal teams to resolve basic and complex inquiries and issues arising from inbound calls, on-line secured requests or written requests.

Responsibility Areas:

• Provide support to those who contact the call center by responding with professionalism and courtesy to calls, emails and chats, in both French and English.
• Guide participants on the procedures to follow and escalates complex situations requiring in-depth research and follow-up.
• Identify issues and help improve processes by sharing ideas and recommendations.
• Assists and actively participate in your personal development through continuing training, coaching or any other learning activities and meetings.
• Actively participate in team activities, initiatives and special mandates.
• Access information using a computer and related components and peripherals in a Microsoft environment.
• Work overtime to meet business needs.

Personal Attributes:

• Strong verbal and written communication skills.
• Strong customer service skills.
• Strong problem-solving skills.
• Ability to learn large amounts of information in a short timeframe and apply past learning from calls or other experiences; actively pursues new knowledge and keeps up with changes in client environment.
• Ability to handle high volume and pressure situations.
• Flexible and adaptable with a demonstrated ability to recognize the need to change the priorities to meet the business needs.

Education & Experience:

• Bachelor\'s degree or equivalent work experience and one year of customer service-related experience.
• Previous call center experience preferred.
• Previous benefits and/or HR experience is a plus.
• Experience with desktop/Windows navigation and keyboarding skills.

What We Offer:

• A safe and dynamic work environment
• Be part of an amazing team
• Competitive benefits and pension plan, including free access to a doctor 24/7 through our EQ Care benefit
• Flexibility to work from home
• Continuing education & training
• Tremendous potential with a growing organization

Requirements

• Essential - Must be fully bilingual (English and French)

Knowledge and abilities

• Asset - Call Center

Salary benefits : Full benefits; overtime paid

Relocation/Travel requirements : None

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