Be part of a well establish company and enjoy a fast paced team environment.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 excellent member support via telephone, email and in-person. As the first point of contact for IIC’s members and industry professionals, you will remain up to date on the IIC’s policies, processes, Programs and Services and educate members accurately with relevant and timely information. Responsibilities also include, but not limited to, actively monitoring 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-Extended Health (incl. Prescription drugs, paramedical services, vision) & Dental & Life Insurance – from day 1-Health Spending Account ($400/yr) – from day 1-Defined Contribution Pension – at 3 months-LTD, STD, AD&D, EAP – at 6 months-15 days vacation annually, plus, 6 personal days annually-3 days work at the office / 2 days work remotelyResponsibilities- Responsible for delivering accurate, appropriate, and courteous service, in both official languages (English and French), in a dynamic contact center environment.-Act as the first and single point of contact for IIC members and industry professionals and support local chapters and other departments where possible-Respond knowledgeably to incoming inquiries via telephone, email and in-person related to but not limited to membership, course registration/offerings, programs, licensing, national examinations and the insurance industry.-Build and maintain professional relationships with members managing requests and educating members on various offerings, delivering fast and efficient service, while displaying a strong sense of ownership.-Resolve inquiries in a resourceful and collaborative approach whenever needed and escalate complex issues 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 or outstanding information-Take a proactive approach with members, reviewing their files thoroughly and updating outstanding information while accurately documenting member interactions in Aptify (CMS) and other channels.-Able to multi-task and accurately use multiple systems and applications while simultaneously facilitating all actions necessary to satisfy members-Meet or exceed both quantitative and qualitative goals (KPI’s) as outlined on the Member Services scorecard-Follow call and business processes as per internal procedures to ensure consistency of application within the contact centre.-Train and support new and existing team members, along with other department team members when needed-Keep informed of any departmental, organizational, policy and procedural and industry changes on a proactive basis, communicating findings to team as necessary-Works in collaboration with other team members to ensure the overall service levels of the department are met or exceeded- Manage various departmental administrative tasks and processes, contributing to team goals and productivity -Perform other duties as assigned and required, including handling, and refining various operating and departmental procedures that impact member experience-Execute new and ongoing departmental projects as assigned and required, such as the National Membership 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 with a 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 or 10:30 a.m-7 p.m.QualificationsPreference will be given to candidates who have the following:- Bilingualism (English and French) — must have exceptional oral and written skills in both languages -Exceptional service and interpersonal skills with a demonstrated willingness to serve -Excellent communication (both verbal and written) and an ability to communicate complex information clearly and 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 technical skills 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 (internal and 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 a collaborative 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 the Institute’s mandatory vaccination policy and provide proof of full vaccination for employment.If this sounds like you, click APPLY today! Or email your recent resume to firstname.lastname@example.org with subject line "Bilingual 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.