Bilingual Escalations Investigator

The team that this position works directly with is responsible for assisting legal with all consumer litigations and any other consumer related matters which legal requests. This team is also responsible for administrative tasks, such as: SharePoint (call back tracker, complaint tracker, privacy breach tracker, and the regulatory tracker); management of a shared mailbox with incoming consumer emails/complaints and their resolution; business solutions complaints received and their resolution. The sucessful candidate should have superior customer relationship management and communication and written skills, must have excellent attention to details and the ability to manage difficult and complex interdepartmental cases.

Advantages
- Long-term, permanent opportunity with room to grow
- Supportive team environment focused on professionalism and collaboration
- Competitive salary range of $60K–$65K with bonus and benefits
- Opportunity to work closely with several teams within the organization
- Hybrid working schedule


Responsibilities
- Point of contact for high-touch consumer escalations and the liaison and support for all vendor relations.
- Fact-finding, analysis, and handling of escalated issues identified by consumers or received through various channels. Collection of accurate information and documentation of unresolved issues.
- Assures attention to detail to provide quality service for all consumer investigations, calls or interactions.
- Acts as a subject-matter expert for Investigations processes. Reviews and maintains department policies, ensuring they are up to date.
- Supports Investigations processes and communication for consumers that require resolution with matters concerning Compliance with policies.
- Trains all new investigations team members and any new hires on processes, quality metrics and procedures by facilitating individual and group sessions.
- Manages incoming emails, calls and written documents from consumers and responds within stipulated timelines.
- Provides internal departmental support by gathering accurate, valid, and complete information while utilizing proper methods and using internal tools.
- Builds sustainable relationships through teamwork which facilitates trust through open and interactive communication for both internal and external stakeholders.
- Utilizes available resources and guidance from the management team in order to deliver the best customer solutions.
- Possess a deep understanding of procedures offering recommendations for process improvement opportunities.
- Supports Specialist Complaint Investigator with whatever means are necessary to ensure timely resolution of high-profile escalations.
- Supports Legal/Compliance with whatever means are necessary to ensure timely resolution of high-profile escalations.
- Performs all tasks with high levels of accountability in ensuring high standards of quality service by ensuring that quality and rework errors are addressed and recorded on a timely basis so to skillfully managing stakeholder/customer relationship.
- Abides by and remains up to date with current changes to the consumer reporting act and legislation; ministry/law enforcement procedures and regulations/policies.
- Exercises a high level of trust and confidentiality by adhering to legislation and internal policies and procedures - protecting consumer privacy and managing privacy breach situations.
- Consistently meets established measurable criteria and initiates work procedures to achieve high level of quality, productivity, and service.
- Anticipates and persists in removing all obstacles to achieve goals and meet deadlines.
- Additional duties as required.


Qualifications
- 3+ years of subject matter expertise in all areas of consumer Investigations, escalations and applied expertise to support our organization's vision and strategic direction.
- Ability to speak and write in French
- Strong decision-making skills.
- Aptitude for continuous process improvement.
- Demonstrated strong communication and written skills.
- Time management skills with the ability to prioritize and multitask.
- Excellent problem-solving ability and willingness to take initiative to propose new solutions and change.
- Ability to work effectively both independently, unsupervised and as a team.
- Strong collaborator, helps to keep motivation high by being supportive to colleagues.
- Strong customer service skills to maintain relationship with customers.
- Accountable for required action on assigned tasks.


Proficiency in Microsoft Office and comfort with virtual collaboration tools


Summary
How to apply:
1. Apply on Randstad.ca
2. Send your updated resume to patricia.van@randstad.ca with the subject line "Bilingual Escalations Investigator"

We thank all those interested in the position. At this time, only qualified individuals will be contacted for next steps. Thank you.

Randstad Canada is committed to fostering a workforce reflective of all peoples of Canada. As a result, we are committed to developing and implementing strategies to increase the equity, diversity and inclusion within the workplace by examining our internal policies, practices, and systems throughout the entire lifecycle of our workforce, including its recruitment, retention and advancement for all employees. In addition to our deep commitment to respecting human rights, we are dedicated to positive actions to affect change to ensure everyone has full participation in the workforce free from any barriers, systemic or otherwise, especially equity-seeking groups who are usually underrepresented in Canada's workforce, including those who identify as women or non-binary/gender non-conforming; Indigenous or Aboriginal Peoples; persons with disabilities (visible or invisible) and; members of visible minorities, racialized groups and the LGBTQ2+ community.

Randstad Canada is committed to creating and maintaining an inclusive and accessible workplace for all its candidates and employees by supporting their accessibility and accommodation needs throughout the employment lifecycle. We ask that all job applications please identify any accommodation requirements by sending an email to accessibility@randstad.ca to ensure their ability to fully participate in the interview process.