Job Description

Job Profile

Customer Experience Associate Reporting to Team Leader, Education Savings Centre Full-Time Position

Customer Experience Associate Reporting to Team Leader, Education Savings Centre Full-Time Position At Knowledge First Financial (KFF), we\xe2\x80\x99re on a journey to create an entirely new student experience. One that is built on instilling confidence in students around the paths they are choosing and their ability and agency to achieve their goals for the future. As enablers and orchestrators of students\xe2\x80\x99 success, we will create access, affordability and agency for students and their champions across our services and solutions. This will provide them with guidance and support in all aspects of planning and saving for post secondary education - giving them a future-ready advantage and help them thrive well past their educational journey. What makes us qualified to do this? In business since 1965 and owned and operated by a not-for-profit organization, everything we do is in service to our students. We are a diverse and passionate community of experts that firmly believes in the benefits of education, priding ourselves on helping to shape their future and empowering them to reach their full potential. As we move forward, we will leverage and build upon our unmatched expertise in the RESP space to propel both our students and our company forward, ensuring a better tomorrow. Our vision is set, our future is bright, and we\xe2\x80\x99re just getting started. Mandate We are looking for an experienced, high-energy individual who is passionate about the customer experience. You are the first point of contact for customers reaching out to our team and are passionate about helping them achieve their goals in saving for Post Secondary Education.
CHALLENGES TO BE MET

• \xc2\xb7 You will be the first point of contact for our customers, addressing their questions and resolving file deficiencies
• \xc2\xb7 Provide exceptional support by communicating with customers over the phone (inbound/outbound) and through emails.
• \xc2\xb7 Taking a proactive approach to discovering our customers needs
• \xc2\xb7 A ct as a liaison between the customer and the education savings specialist
• \xc2\xb7 Nurturing rich, long-standing relationships
• You\'ll become a technology expert and share your knowledge by introducing customers to our digital application
• \xc2\xb7 Contributing to the business targets by identifying and fulfilling simple sales opportunities
• \xc2\xb7 You\xe2\x80\x99ll contribute to the overall sales targets of the business and support our net promoter scores
• \xc2\xb7 Being a technology expert and sharing your knowledge by introducing clients to our digital applications
• \xc2\xb7 Utilize the tools, technology and business processes within the business designed to help you be successful and make for a meaningful customer experience

WHO WE ARE LOOKING FOR

• Bi/Multi Lingual (English, French, Cantonese, Mandarin)
• \xc2\xb7 You have proven customer experience skills through work or community involvement
• \xc2\xb7 Experience engaging with customers \xe2\x80\x93 answering questions and giving a high level overview of our business, value proposition and benefits to further engaging with KFF
• \xc2\xb7 A university degree or college diploma is required
• \xc2\xb7 3-5 years in Financial Services
• \xc2\xb7 Comfortable with ambiguity
• \xc2\xb7 Proven ability to work cross-functionally
• \xc2\xb7 Track record of delivery and results
• \xc2\xb7 Someone eager to learn, with a strong desire to make an impact, contributing to our growth and passionate about personal and professional development
• \xc2\xb7 Licensed through your local, provincial authority and recognized by RESP Dealer Association of Canada

Work Model We have adopted a hybrid model, leveraging the best of remote and in-person work.
COVID-19 Vaccination All Knowledge First Financial employees are required to be fully vaccinated as a condition of hire in accordance with the Company\'s Mandatory Vaccination Policy. Accommodation Individuals Who Cannot Be Vaccinated The Company is committed to a workplace free from discrimination and harassment in accordance with Ontario human rights laws. Candidates who provide a medical or religious reasoning for not having received a COVID-19 vaccine, will be assisted by the Company in developing and implementing an appropriate accommodation. Accommodations will be granted where they do not cause the Company undue hardship or pose a direct threat to the health and safety of others.
Equal Opportunity Employer
We at Knowledge First Financial, are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a culture that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs.