Do you have a passion for helping people and pride yourself on a job well done?As part of Member Services team, you must have a professional approach with a collaborative and customer centric attitude. You will have a passion for providing xcellent member support via telephone, email and in-person. As the first point of contact for our members and industry professionals, you will remain up to date on theour policies, processes, programs and services and educate members accurately withnrelevant and timely information. Responsibilities also include, but are not limited to, activelymonitoring multiple phone queues and inboxes along with managing departmental administrative tasks. You must be a problem solver and detail-oriented professional, resourceful in your approach with the openness to learn new applications and processes. Advantages• Paying $45k annually• Steps away from TTC and located right downtown Toronto• The opportunity to work within a company that offers great growth* Three weeks vacation* Hybrid work model, 3 days in office, 2 working from home* Work in a great team environment• The opportunity gain valuable work experience and to develop your skill setResponsibilities• Responsible for delivering accurate, appropriate, and courteous service, in a dynamic contact centreenvironment.• Act as the first and single point of contact for our members and industry professionals and support localchapters and other departments where possible• Respond knowledgeably to incoming inquiries via telephone, email and in-person related to but notlimited to membership, course registration/offerings, programs, licensing, national examinations and theinsurance industry.• Resolve inquiries in a resourceful and collaborative approach whenever needed and escalate complexissues that require resolution by more senior team members, or Team Lead as per guidelines.• Follow up by email, mail, and phone call in accordance with service level guidelines, regarding expected oroutstanding information• Take a proactive approach with members, reviewing their files thoroughly and updating outstandinginformation while accurately documenting member interactions in Aptify (CMS) and other channels.• Able to multi-task and accurately use multiple systems and applications while simultaneously facilitatingall actions necessary to satisfy members• Meet or exceed both quantitative and qualitative goals (KPI’s) as outlined on the Member Servicesscorecard• Follow call and business processes as per internal procedures to ensure consistency of application withinthe contact centre.• Train and support new and existing team members, along with other department team members whenneeded• Keep informed of any departmental, organizational, policy and procedural and industry changes on aproactive basis, communicating findings to team as necessary• Work in collaboration with other team members to ensure the overall service levels of the department aremet or exceeded• Manage departmental administrative tasks and processes, contributing to team goals and productivity• Perform other duties as assigned and required, including handling, and refining various operating anddepartmental procedures that impact member experience• Execute new and ongoing departmental projects as assigned and required, such as the NationalMembership Drive, and Company Bill Membership and Learning• Must be available to in office a minimum of 3 days per week, and a maximum of 2 days at home witha quiet and suitable workspace at home• Must be able to work rotating shifts including, 8 a.m.-4:30 p.m., 8:30 a.m.-5 p.m., 9:30 a.m. – 6 p.m or10:30 a.m-7 p.m.QualificationsPreference will be given to candidates who have the following:• Exceptional service and interpersonal skills with a demonstrated willingness to serve• Excellent communication (both verbal and written) and an ability to communicate complex information clearlyand at a level appropriate for the member• Strong problem solving and decision-making skills are required with resourcefulness, sound judgement,prudence and integrity• Ability to effectively identify and address difficult situations with tact and diplomacy. Use analytical and technicalskills to understand member matters/issues and take appropriate action• Must be dependable with the ability to prioritize daily tasks, multi-task, deal with various personalities (internaland external) and be able to shift priorities and deliver results.• Responsible for participating in and adding to a positive working environment that relies on teamwork and acollaborative attitude• Respect for confidentiality and discretion• Honed organizational and time management skills with strong detail orientation• Aptitude using various customer management systems and applications• Strong computer skills (MS Office) including experience with a customer/order management systemSummaryVaccination PolicyCandidates will be expected to adhere to a mandatory vaccination policy and provide proof of fullvaccination for employment.A criminal and educational background check may be required as well as references.If this sounds like you, click APPLY today! Or email your recent resume to email@example.com with subject line "Member Services Associate" and a brief synopsis of why you're interested.We thank you in advance for your application, however due to a large volume of applications, only shortlisted candidates will be contacted for interviews.Randstad Canada is committed to building a diverse workforce reflective of the diversity of Canada. As a result, we promote employment equity and encourage candidates, especially those who identify as a woman, an Aboriginal person, a person with a disability or a member of a visible minority group, and any others who may contribute to the diversification of our workforce, to apply.Randstad Canada is also committed to developing an inclusive, barrier-free selection processes and work environments.If contacted in relation to a job opportunity, you should advise your Randstad Representative or your local Randstad branch in a timely fashion of the accommodation measures which must be taken to enable you to be assessed in a fair and equitable manner.Information received relating to accommodation measures will be addressed confidentially.For all feedback on equity and accommodation needs, please contact your local Randstad Canada Branch.