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Customer Care Associate, Customer Care Team (Vancouver Office) At EDC

Location: Vancouver, British Columbia

Job Description

The EDC Customer Care Team is a centralized team based out of Ottawa, serving the Credit Insurance group and provides support for customers 8:30 am - 5:00 pm coast to coast..

The Customer Care Associate will primarily act as the inbound point of contact for all credit insurance policy holders, brokers and bankers for identified activities.

You will provide value-add customer service oriented support across the customer journey. You will continue to enhance the overall customer experience through strong operational performance, quality management measures and by working closely with internal stakeholders.

Discipline Summary

Ensures new and existing customers have the best possible service in relation to platform navigational questions, service requests, process questions, account inquiries, billing inquiries, suggestions and complaints

Primary contact for customer needs. Troubleshoots and resolves customer inquiries and complaints fairly and effectively

Provides product and service information to customers, identifies opportunities and resolves, triages or routes those inquiries to appropriate teams to maintain and improve the overall customer experience

Identifies, recommends and implements continuous improvement programs, processes and systems to support customer needs

Provides timely responses to customer inquiries by telephone, e-mail and/or other internet tools in an inbound or outbound customer contact centre (when required), consistent with service and quality standards

Processes customer requests, orders, bills and accounts, and applications for service, maintenance and termination

Key Responsibilities

Assists existing and new customers with the registration, application and onboarding processes, and supplies initial product information

First point of contact for all insurance inquiries regarding application requests approval status, mid-term adjustments, declarations, payments, etc and all navigation support for our client portals

Guides customers through creating and/or updating of defined policy/agreement amendments and processes all payments

Responsible for driving adoption use of existing and new customer portals

Establishes relationships with customers and explains general concepts about products and systems and identifies prospect opportunities

Documents all customer interactions using available tools and system to create analytics data to improve customer journey experience

Raises awareness of impact of EDC initiatives to customers by collaborating with departments across the organization

High amount of agility and comfort level navigating multiple systems

Contributes to the content of material to the Knowledge Library


Screening Criteria

Completion of College or University degree

Minimum of 3 years experience in a customer contact center or related experience with exceptional customer service

Knowledge of customer service operations principles and practices

Willing and able to work shift work hours from Monday to Friday, 8:00 a.m. to 5:00 p.m.

Must be comfortable with handling a high volume of inbound enquiries over the

telephone and email on a daily basis

Strong knowledge in the operation of computer applications (e.g. Word, Excel, Outlook and other related programs) and ability to work with computer based applications (client management and contact center systems)


Undergraduate Degree in Business Administration, Finance, Commerce or other relevant discipline

Bilingual in both official language (English and French)

Customer experience in a financial environment

Salary Range

$45,000- $67,000, plus performance based incentive

How to apply

Only candidates selected for an interview will be contacted.

Application deadline: December 14, 2018, 11:59 p.m. EST on

EDC is committed to employment equity and actively encourages applications from women, Aboriginal people, persons with disabilities and visible minorities.

If selected for an interview, please advise us if you require special accommodation.

Candidates must meet the requisite government security screening requirements.