Bilingual Service Representative, Member Payments

We are looking for a Bilingual Service Representative, Member Payments (Remote)!

Are you a team player with a can-do attitude? Do you want to work for an organization that believes in people’s potential?

At CFIB, your work supports small businesses in your community and across the country. You’ll have a hand in shaping the economy and future of the country. You will be independent through flexibility and accountability, so you can live and work at your best. You will join an organization that is collaborative and supportive, where 94% of employees agree it’s a great place to work. You will work closely with colleagues both locally and across the country – building upon synergies and learning from one another. You make a difference when you work at CFIB.

We have an exciting opportunity for a Bilingual Service Representative, Member Payments. You will have the choice to either work remotely or choose to work in any of our offices in a hybrid work arrangement.

Reporting to the General Manager, Inside Sales, you will play a big role in helping CFIB service our members with first-rate support. Primarily, you will be relied upon to investigate and resolve member payment matters in an efficient and effective manner. You will use your customer service skills to address members’ questions or concerns with a supportive and professional approach.  

Responsibilities:

• Contact members by phone and email when payments fail to process and work with team members to ensure the payments are collected 

• Deliver a top-notch service experience by responding to members’ billing and payment inquires via phone and email within the prescribed timeline 

• Use CFIB systems (CRM, CHASE, etc.) to investigate billing, payment, and refund issues from members 

• Update member accounts with accurate, valid, and complete payment information (e.g. Credit card number and expiry date) so that the most current data is on record and used in payment processing 

• Ensure that follow up with all parties (both internal and external) is performed within designated time limits 

• Answer incoming calls during business hours (those agreed upon with management) 

• Check and reply to voicemails left by members during business hours 

• Escalate in a timely fashion any unresolved payment matters to management 

• Ensure to maintain a professional and positive approach in all communications 
• Collaborate across departments, including Member Loyalty, Member Retention, and Inside Sales to gain cross-functional skills and contribute to diverse projects

What makes a successful Bilingual Service Representative, Member Payments?

• Minimum 1 year of related experience in customer service or collections 

• Demonstrated a high standard of excellence and customer/client satisfaction 
• Must have excellent phone manner and written and oral communication skills to provide a high level of service to our members 
• Ability to multi-task, prioritize and manage time effectively 
• Adaptable and responsive to a fluid variety of scenarios 
• Willingness to go the extra mile to meet member needs and contribute to positive a team environment by proactively looking for resolutions and sharing information and experiences 
• Excellent Microsoft Office suite skills specifically in Outlook 
• Familiarity with CRM Microsoft Dynamics and practices or similar accounting systems is an asset 
• Exceptional communication skills in English and French, both written and verbal are required.

What do we offer?

• Salary Range: $41,100 - $45,000 per year
• Career advancement
• Flexibility
• Supportive leadership
• Training and development 
• Benefits/Health and Wellness

CFIB has a diverse workforce. We believe in and are committed to a workplace culture of respect, inclusion, and diversity. CFIB is committed to providing accommodations for people with disabilities through the interview process and while employed. If you require an accommodation, please let us know and we will work with you to meet your needs.

As Canada’s largest association of small and medium-sized businesses, CFIB is in business to provide independent business with the resources they need, to give them more value, and to have their voice heard at all levels of governments. 

Connect with us and find out why 94% of employees agree that CFIB is a great place to work!

Be a part of the solution and apply today!