[Hiring] Customer Care Centre Representative/Unified Banking Clerk @Girl Guides of Canada

Role Description

This exciting dual role will be supporting two teams. This role will help you understand the Customer Care support provided to both volunteers and caregivers as well as the supporting of the Unit/District Treasurers who track the revenue (e.g., cookie sales, outdoor excursions) and expenses (e.g., badges for activities, camping supplies) for approximately 5,000 Units/District accounts nationwide.

In this role you will:

• Customer Care Centre Representative responsibilities:
  • Process a high volume of phone calls, chats and emails every day.
  • Become an expert on our programs, resources, processes, and deadlines to provide timely responses to a full range of questions from the public, parents, and members.
  • Create a strong partnership with our Unit Guiders through providing them with timely and accurate administrative support.
• Unified Banking role responsibilities:
  • Collaborate with Help Desk inquiries to identify and resolve unit/district banking related questions.
  • Provide customer service for volunteers, advising on any banking questions or concerns in a timely manner.
  • Develop and maintain electronic filing system related to ongoing email communications as well as back up information required for verifying transactions.
  • Be responsible for verifying the accuracy and compliance with policies of a high volume of revenue and expense transactions each day (approx. 100 transactions per day).
  • Understand and apply organizational policies regarding inclusivity to unified banking processes, member communication and customer queries/service.
  • Apply organizational policies regarding inclusivity to content, member communication and customer service.
• General responsibilities:
  • Adhere to all relevant policies, procedures, and practices.
  • Liaise with other departments as required.
  • Provide general, ongoing support to members/volunteers, responding to/directing inquiries and consulting with the appropriate groups and individuals to support the mission and vision of GGC.
  • Other duties as assigned.

Qualifications

• Have completed a degree or diploma in a related field (Accounting or Business Administration) or have equivalent work experience.
• 1-2 years of customer service experience.
• Intermediate knowledge of MS Office – Word, Excel, and Outlook.
• Excellent attention to detail, strong organization practices and sound analytical skills in relation to numerical data.
• Ability to provide exceptional customer service.
• Comfortable working independently.
• Critical thinking and problem-solving skills with the ability to effectively utilize provided resources and apply good judgment to escalate issues when required.

Benefits

• Collaborative hybrid/remote work environment.
• Fun and friendly work environment and work-life balance.
• Hiring Range: $22.69/hr - $26.78/hr.