Sr Client Relations Specialist – French Bilingual (Call Center)

Transamerica•Toronto, ON

2d•CA$61,000 - CA$70,000•Onsite

About The Position

Serve as the main point of contact for field office CEOs, EVCs (or higher), office assistants, and field force to provide information and guidance on licensing and appointments, commissions, coding, errors and omissions, mywfg.com website, systems, and other operational functions related to World Financial Group (WFG) and World Financial Group Insurance Agency (WFGIA) of Canada. Proactively resolve issues and maintain relationships with the field and operational teams to ensure service level agreements are met. This bilingual role requires fluency in French and English to support business needs and meet essential job functions, including written and verbal communications with the field force, operational teams, and other stakeholders.

Requirements

Bachelor’s degree in a business field or equivalent education/experience
Five years of related experience
Strong knowledge of the financial services industry, including products, services, and general operational procedures
Fluency in French and English, verbal and written, sufficient to perform essential job functions, including daily or frequent communication with French- and English-speaking field force members, operational teams, and other stakeholders
Excellent written and oral communication skills
Strong customer service skills
Strong problem-solving and decision-making skills
Ability to prioritize multiple responsibilities, including high-volume calls and processing unit
Attention to detail
Technical aptitude to train and assist field force with system navigation
Proficiency using MS Office

Nice To Haves

Knowledge of WFG and systems currently in use

Responsibilities

Use in-depth knowledge of business processes, products, and services to resolve escalated issues; provide guidance on compliance requirements, regulatory changes, required forms/disclosures, and identify potential regulatory concerns.
Monitor process queues to ensure service level agreements (SLAs) are achieved.
Participate in testing, implementation, and delivery of results for projects and initiatives supporting the company and field force.
Develop, maintain, and update operational procedures and documentation as needed.
Respond to inbound calls and emails from the field force regarding licensing, appointments, commissions, coding, points, marketing promotions, and other operational matters; research and analyze account activity, products, and programs using multiple systems.
Communicate fluently in French and English, both verbally and in writing, to support French-language inquiries and business operations.
Develop training materials and assist the field force with navigation of company tools and platforms, including the WFG website, WFG Mail, CRM systems, and related resources.
Build and maintain strong relationships with the field force, setting expectations regarding processing timelines, service levels, and peak-volume periods.
Participate in conference calls and other forums to remain current on available marketing programs and business initiatives.
Identify opportunities to improve service delivery and platform utilization and serve as a subject matter expert on projects that enhance user experience and operational effectiveness.

Benefits

Competitive Paid Time Off
Ten (10) paid holidays per year
Ten (10) sick days per year
Be Well Company holistic wellness program, which includes Wellness Coaching and Reward Dollars
Parental Leave
Adoption Assistance
Employee Assistance Program
College Coach Program
Employee Resource Groups
Inclusion and Diversity Programs
Employee Recognition Program
Referral Bonus Programs
Peer Recognition Program (BRAVO)
Competitive Pay
Bonus for Eligible Employees
Benefits Package
Pension Plan
401k Match
Employee Stock Purchase Plan
Tuition Reimbursement
Disability Insurance
Medical Insurance
Dental Insurance
Vision Insurance
Employee Discounts
Career Training & Development Opportunities
Paid Time Off starting at 160 hours annually for employees in their first year of service.
Ten (10) paid holidays per year (typically mirroring the New York Stock Exchange (NYSE) holidays).
Parental Leave – fifteen (15) days of paid parental leave per calendar year to eligible employees with at least one year of service at the time of birth, placement of an adopted child, or placement of a foster care child.
Back-Up Care Program
PTO for Volunteer Hours
Employee Matching Gifts Program