Bilingual Records and Research Agent

Bilingual Records and Research Agent

Reporting to the Manager of Records, Research & Pension Services, the Bilingual Records and Research Agent is responsible for the daily processing of records from both the Operations team as well as cases assigned directly to the Record & Research team. The agent must ensure that all requests and records are treated with the provisions and procedures of the company. Requests may include but are not limited to: ordering of U.S. and International checks (including SSN, Criminal (all levels), MVR’s, credit records, and driving records). The Records & Research Agent is responsible for completing requests and ensuring that they are provided in a timely fashion. Other requests for Records & Research may include: Bankruptcy, Litigation, Judgement, Tax Liens, PPSA and Criminal History searches.

Responsibilities:

Based on their role, the Bilingual Records and Research Agent shall:

• Be responsible for the efficient and continuous accuracy when requesting searches, writing reports, and entering search requests.
• Ensure that their Manager is aware of all situations that may have an impact on customers or the functioning of daily operations in order to find possible solutions.
• Understand and apply the Escalation Policy if necessary.
• Maintain and provide excellent customer service and customer attitudes among all staff.
• Report the results of verifications to customers using the established procedure and offer other methods of research if required.
• Ensure the quality of our services and presentation of our reports.
• Must be able to transmit information obtained in professional and understandable written reports that comply with company policies.
• Clearly understand the nature and limits (legal and fiscal) of the mandate.
• Have on hand the necessary consent documents for the requested verifications.
• Carry out verification work using the tools at your disposal and stay up to date with new services and new procedures that are implemented.
• Meet deadlines for requests for services from customers.
• Ensure compliance with the company standards of privacy and security.
• Work with team members to ensure excellent customer service.
• Perform other duties that may be assigned by one of their supervisors.

Required Qualifications:

Knowledge and Education

• Degree of a college/high school recognized in Canada.
• Must be Bilingual (English and French).
• Typing ability (minimum typing speed).

Experience, Skills and Abilities

• A minimum of one (1) year of experience in customer service.
• Excellent computer skills, web, conventional database.
• Ability to provide superior customer service.
• Exceptional Attention to Detail, Organization and Time Management.
• Capacity to communicate clearly.
• Aptitude to work both in team and individually.
• Ability to work in a changing environment.

By joining our team you will enjoy:

• Working with a collaborative and diverse team.
• Opportunities to grow within your team and the organization.
• Personal days off.
• Complete group insurance coverage (Extended health care, dental, vision care, disability insurance, life insurance) and Employee assistance program.
• Telemedicine services for you and your family.
• Collective RRSP with employer match.