Customer Care Associate, Customer Care (10 months)

Export Development Canada (EDC) supports Canadian businesses to succeed globally by providing financial tools and expertise. The Customer Care Associate will serve as the first point of contact for customers, addressing inquiries and enhancing the customer experience through effective communication and operational management.ResponsibilitiesFirst point of contact for Canadian companies, EDC customers and partners when engaging through our digital channels with an objective of optimizing first call resolutionResponds to all policy administration inquiries for our insurance customers while providing technical and portal navigational supportProvides support to all current or new MyEDC account holders, helping them register, navigate, and resolve any technical issues they are experiencing with the portalActively listens and engages in professional discussions to resolve issues, providing EDC product and service information, identify new business opportunities and navigate Canadian companies to the next step in their journey which may include handing off to relevant teams at EDC or to our partners as part of the Canadian trade ecosystemLiaises with business teams across value streams in support of customer needsTargets and delivers department service level agreementsDocuments all customer interactions using available tools and systemsAbility to excel in a team environment, is passionate about customer satisfaction and strives towards operational effectivenessCommunicates effectively, demonstrates a growth mindset and high level of engagementRegularly raises customer feedback and documents it for shared learnings and process improvement purposesSkillsUndergraduate degree in Business Administration, Finance, Economics or combination of college diploma and relevant work experiencesMust be able to work schedule between the hours of 8:00 a.m. to 8:00 p.m. EST Monday to FridayEffective communication skillsExcellent listening, trouble shooting and probing skillsAble to apply analytical skills and good judgment/problem-solving skills when assisting a customer or prospectMust be comfortable with handling a high volume of daily inbound inquiries over the telephone and emailStrong team playerStrong knowledge of computer applications (e.g., Word, Excel, Outlook, and other related programs) and ability to work with computer-based applications (client management and contact center systems)Ability to fluently handle phone calls and email correspondence in both official languages (English and French)Prior experience in financial services or international tradeExperience in a customer contact centre or customer serviceExperience using ServiceNow CSM moduleExperience using Genesys CloudBenefitsComprehensive BenefitsWork-Life BalanceProfessional DevelopmentInclusive CultureWellness ProgramsCommunity EngagementCompany OverviewWelcome to Export Development Canada (EDC)’s LinkedIn page, your gateway to insights, updates, and resources that empower Canadian businesses to succeed globally. It was founded in 1944, and is headquartered in Ottawa, Ontario, CAN, with a workforce of 1001-5000 employees. Its website is https://www.edc.ca/.



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