Ascendion Looking for Customer Service Representative at Toronto, Ontario, Canada Full Time

About Ascendion

Ascendion is a full-service digital engineering solutions company. We make and manage software platforms and products that power growth and deliver captivating experiences to consumers and employees. Our engineering, cloud, data, experience design, and talent solution capabilities accelerate transformation and impact for enterprise clients. Headquartered in New Jersey, our workforce of 6,000+ Ascenders delivers solutions from around the globe. Ascendion is built differently to engineer the next.

Ascendion | Engineering to elevate life

We have a culture built on opportunity, inclusion, and a spirit of partnership. Come, change the world with us:

• Build the coolest tech for world’s leading brands
• Solve complex problems – and learn new skills
• Experience the power of transforming digital engineering for Fortune 500 clients
• Master your craft with leading training programs and hands-on experience

Experience a community of change makers!

Join a culture of high-performing innovators with endless ideas and a passion for tech. Our culture is the fabric of our company, and it is what makes us unique and diverse. The way we share ideas, learning, experiences, successes, and joy allows everyone to be their best at Ascendion.

About the Role:

Job Title: Customer Support Specialist

Details: 

• We are seeking candidates with a strong background in customer service who can effectively listen to and analyze recorded calls handled by other agents.
• Fluency in both French and English is essential, as the majority of calls are conducted in French.
• The candidate will be responsible for monitoring call quality according to the company’s manual and escalating issues if necessary.
• Additionally, the candidate will be involved in back-office tasks and must demonstrate strong multitasking abilities
• Proficiency in MS Office tools and computer knowledge is required, as the candidate will be engaged in data entry tasks.

Key Responsibilities:

• Conduct production sampling, and other quality assurance testing measurements that provide information critical to assessing process execution and customer experience
• Meet service level requirements of delivering quality assessments on time
• Perform data entry and data research activities
• Respond to questions and requests from management and key stakeholders
• Execute and provide recommendations for process improvements and/or operating procedures
• Calibrate performance standards with peers and dedicated line of business
• Document procedures in accordance with established policies
• Generate and distribute updates and reports as needed
• Perform compliance testing and reporting for multiple lines of business
• Perform other duties and tasks as assigned by leadership team
• We are looking for individuals who excel in a team environment, have strong communication skills, time management skills, integrative thinking skills, and the ability to adapt to change quickly

Minimum Qualifications:

• Experience preferably in the Financial Services industry
• Experience working with G Suite applications, including G-Sheets, Documents and Slides.
• Keen analytical skills with an appetite to drive change
• Proven ability to perform in a highly agile and constant developing environment
• Affinity for technology with solutions-based mindset
• Strong time management skills across a variety of deliverables. Ability to prioritize, multi-task and take action quickly
• French / English Bilingual (required)

Desired Qualifications:

• College or University Degree 
• Experience in the Financial Services Industry, including experience in Fraud and credit bureau disputes
• Experience with Quality Assurance, or Compliance, or Monitoring
• Strong knowledge of Fraud and/or Servicing and/or Loss Mitigation processes.
• Ability to create and document clear, concise, and inclusive observations that are conducive to agent success in delivering a positive customer experience.
• Excellent communication: written, verbal and presentation
• Ability to train and present material to internal stakeholders and external parties
• Ability to work effectively as a team with various personality styles, competing priorities both virtually and interpersonally

Location: Toronto, ON 

Salary Range: The salary for this position is between $25,000 – $30,000 annually.  Factors which may affect pay within this range may include geography/market, skills, education, experience, and other qualifications of the successful candidate.

Benefits: The Company offers the following benefits for this position, subject to applicable eligibility requirements: [medical insurance] [dental insurance] [vision insurance] [401(k) retirement plan] [long-term disability insurance] [short-term disability insurance] [5 personal days accrued each calendar year. The Paid time off benefits meet the paid sick and safe time laws that pertains to the City/ State] [10-15 days of paid vacation time] [6 paid holidays and 1 floating holiday per calendar year] [Ascendion Learning Management System]

Want to change the world? Let us know.

Tell us about your experiences, education, and ambitions. Bring your knowledge, unique viewpoint, and creativity to the table. Let’s talk!