Join arenaflex, a leading global financial institution, as an Experienced French Bilingual Contact Centre Representative – Customer Assistance Specialist. As a key member of our Contact Centre Team, you will play a vital role in delivering legendary customer experiences to our valued customers. With a strong focus on customer service, problem-solving, and continuous learning, this role offers a unique opportunity to grow and develop your skills in a dynamic and supportive environment.
**About arenaflex**
arenaflex is one of the world's leading global financial institutions, with a presence in Canada, the United States, and around the world. Our mission is to enrich the lives of our customers, communities, and colleagues, and we are committed to delivering a colleague experience grounded in Impact, Growth, and a Culture of Care. With a diverse and inclusive workforce, we empower our colleagues to make an impact at work and in their community, explore and grow their career, and be part of our caring and inclusive culture.
**Job Summary**
As an Experienced French Bilingual Contact Centre Representative – Customer Assistance Specialist, you will be responsible for providing exceptional customer service to our customers through inbound and outbound calls. You will work closely with customers to resolve their financial difficulties, while collecting on the funds owing to arenaflex. This role requires a strong understanding of arenaflex products and services, as well as excellent communication and problem-solving skills.
**Key Responsibilities**
* Provide legendary customer service to customers through inbound and outbound calls
* Resolve customer inquiries at the first point of contact by asking questions and responding with empathy to their concerns
* Consistently deliver high-quality service by meeting performance objectives, including customer experience survey results, advice and quality goals, compliance regulations, and productivity targets
* Actively participate in ongoing training and coaching support to help you continue to grow and develop in your role
* Work closely with customers to resolve their financial difficulties, while collecting on the funds owing to arenaflex
* Collaborate with colleagues to achieve team goals and objectives
* Stay up-to-date with arenaflex products and services, as well as industry trends and best practices
**Essential Qualifications**
* High School Diploma or equivalent
* Exceptional listening skills and a curiosity to help customers meet their needs and resolve concerns
* Must display a high professional manner, along with sound judgment, time-management and decision-making skills
* Ability to multitask and navigate through computer systems, applications, and multiple screens with speed and accuracy while balancing performance to meet a variety of metrics
* Digital literacy across a broad range of devices (e.g., Desktops, laptops, headsets, etc.)
* Flexibility, resiliency, and a positive attitude when responding to challenging situations
* Expected to meet the needs of customers by offering advice based on their total financial situation and possessing a thorough knowledge of customer life cycle needs
* Previous collection, credit experience and/or call center and banking experience is an asset
**Preferred Qualifications**
* Bilingual in French and English (written and verbal)
* Experience working in a contact centre environment
* Knowledge of arenaflex products and services
* Certification in customer service or a related field
**Skills and Competencies**
* Excellent communication and interpersonal skills
* Strong problem-solving and analytical skills
* Ability to work in a fast-paced environment and prioritize tasks effectively
* Strong attention to detail and accuracy
* Ability to work independently and as part of a team
* Strong customer service skills and a customer-centric approach
* Ability to adapt to changing priorities and deadlines
* Strong time-management and organizational skills
**Career Growth Opportunities and Learning Benefits**
* Regular career, development, and performance conversations with your manager
* Access to a variety of mentoring programs to help you unlock future opportunities
* Opportunities for professional growth and development in a dynamic and supportive environment
* Training and development programs to help you build new skills and knowledge
* Opportunities for advancement and career progression within arenaflex
**Work Environment and Company Culture**
* Work primarily offsite, with occasional in-person team events and experiences
* Collaborative and supportive work environment
* Opportunities for professional growth and development in a dynamic and supportive environment
* Flexible work arrangements and a focus on work-life balance
* Access to a variety of employee benefits and perks, including health and wellness programs, employee discounts, and more
**Compensation, Perks, and Benefits**
* Competitive salary range: $49,950 - $58,275 CAD
* Comprehensive benefits package, including health and wellness programs, employee discounts, and more
* Opportunities for professional growth and development in a dynamic and supportive environment
* Flexible work arrangements and a focus on work-life balance
* Access to a variety of employee benefits and perks, including health and wellness programs, employee discounts, and more
**How to Apply**
If you are a motivated and customer-focused individual with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We thank all applicants for their interest; however, only those selected for an interview will be contacted.
**Accommodation**
arenaflex is committed to providing an inclusive and accessible work environment. If you require accommodations during the interview process, please let us know in advance so that we can make necessary arrangements.
**Language Requirement (Quebec only)**
arenaflex is an equal opportunities employer and welcomes applications from diverse candidates. However, please note that this role requires proficiency in French and English (written and verbal) for Quebec-based candidates.
**Our Values**
arenaflex is guided by our purpose to enrich the lives of our customers, communities, and colleagues, and we are committed to delivering a colleague experience grounded in Impact, Growth, and a Culture of Care. Our values include:
* Impact: We empower our colleagues to make an impact at work and in their community.
* Growth: We support our colleagues in their professional growth and development.
* Culture of Care: We foster a culture of care and inclusivity, where all colleagues feel valued and respected.
**Our Commitment to Diversity, Equity, and Inclusion**
arenaflex is committed to fostering an environment where all colleagues are encouraged to bring their authentic selves to work, experience equitable opportunities, and feel respected and supported. We are dedicated to building an inclusive workforce that reflects the diversity of the customers and the communities in which we live and serve.
**Helping to Make an Impact in Communities – TD Ready Commitment**
arenaflex has a long-standing commitment to help drive progress towards a more inclusive and sustainable future. That's why we launched the TD Ready Commitment in 2018, now a multi-year North American initiative. Under the TD Ready Commitment, we are targeting a total of C$1 billion by 2030 in community giving across four key, interconnected drivers of change: Financial Security, Vibrant Planet, Connected Communities, and Better Health. It's our goal to help support change, nurture progress, and contribute to making the world a better, more inclusive place for our customers, colleagues, and communities.
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