Bilingual Customer Care Representative

Agricorp is looking for a Bilingual Customer Care Representative to join our Customer Care Services team in the Program Delivery division.

The Role

The Bilingual Customer Care Representative role provides critical front-line contact for all customer inquiries, as well as retrieves and enters customer information into databases. As a Bilingual Customer Care Representative, you will provide customer service support to Ontario farmers who use Agricorp’s business risk management programs, including Production Insurance, AgriStability, Risk Management Program and Farm Business Registration. In this role, you will:

• Provide front-line contact for customers by handling inbound and inbound customer inquiries via multiple communication channels
• Respond to a wide variety of program queries by referring to specific criteria and details
• Retrieve detailed information from customers and other sources and redirect customer queries to appropriate internal contacts
• Provide data entry for specific customer program-related information, such as financial statements, tax documents and farm acreage and yield reports, in an accurate and timely manner
• Perform general administrative tasks related to customer mailings, file management, faxing, scanning, etc.
• Provide peer coaching and support to less experienced Customer Care staff
• Assist in reviewing and updating Customer Care standard operating procedures and workflow processes
• Perform a product liaison role and communicate with other departments to address business needs, as required
• Act as subject matter expert to participate on project teams and other work initiatives

Job status: Permanent position

Salary Range: $44,700 - $52,588

Work Status: Full time in-office and hybrid work arrangements are available

Location: Must live in Ontario to perform this role

Qualifications

• Post secondary education (college or university) in Business, Agricultural Sciences or related field or equivalent experience
• 1-3 years of related customer service, preferably in a call centre or Customer Accounts, in the financial services, insurance sector and Agricultural industry
• Will be certified by the Ontario Public Service (OPS) in oral intermediate level French Certification
• Strong math skills with a high proficiency in data entry and computer applications, including Microsoft Office applications
• Knowledge of insurance programs, including insurance claims and underwriting, financial statements, tax filing, and accounts receivables is an asset
• Understanding of the agricultural industry and government business risk management programs are an asset

Key Competencies

• Client focus – Meets the expectations of internal and external customers through establishing effective relationships, gaining trust and respect.
• Teamwork and collaboration – Works cooperatively within teams to build effective relationships and accomplish goals. Shares expertise and actions that respect the needs and contributions of others. Helps to create and maintain trust within the team.
• Quality focus – Attends to the task at hand to minimize errors; reviews own work prior to distribution. Committed to continuous improvement and creates an environment leading to efficient and effective work processes.
• Program knowledge – Knows and understands the programs and services provided by Agricorp
• Initiative – Proactively identifies and handles issues and situations to take action; seizing opportunities when they arise.
• Planning and organizing – Effectively plan and organize time and resources to prioritize work to effectively meet objectives.

Background

Agricorp, an agency of the government of Ontario.

Agricorp delivers government programs. These programs help protect the livelihood of over 47,000 Ontario farmers against the many risks farm businesses face every day. Our employees are skilled professionals who respond when industry and government need us, manage public funds with great care and integrity, and deliver a quality customer experience.

Agricorp helps grow Ontario agriculture. We underwrite $7 billion in risk each year. The agency was established in 1997, and in our first 25 years we made $7.5 billion in payments to farmers when they needed it most.

Apply online

To apply for this position, please go to www.agricorp.com and select Careers. Click on Current Opportunities.

We thank all applicants for their interest; however, only those selected for an interview will be contacted directly.