Req Id: 92349
Bell is a truly Canadian company with a 135 year track record of success. We are defined by the passion of our team members and their belief in our company’s vast potential.
To ensure we continue to be recognized as Canada’s leading communications company, we’re committed to finding and developing the next generation of leaders. This means creating best-in-class career and development opportunities for our employees.
If you’re passionate, driven and find yourself seeking interesting work, new challenges and continuous learning opportunities, then we want you to join our team.
An integral part of our customer service focus, includes contact centres across Canada supporting all of our Bell Mobility and Bell Residential Services customers. Our Customer Operations team is responsible for strategy, design and delivery of core call centre tools and processes, including queue strategy, routing, and call monitoring tools.
Job Duties / Accountabilities :
Manage pre-salvage and final BM/Virgin accounts
Manage pre-salvage and salvage paging and Corporate accounts
Managing several inboxes assigned to the department
Answer and give necessary information to collection agencies and internal teams at Bell
Make outgoing/ Answer customer incoming calls following a treated dispute sent by the one of our collection pre-salvage or salvage agencies with a win/win solution & negotiate final payment
Treat bill copy requests/ change of address in NM1 for BM/Virgin accounts
Verify, analyse and execute miscellaneous requests from the agencies and internal teams as per the procedures
Treat all incoming faxes as per customers request and procedures. i.e.: Misapplied payment, CCS, sec deposits
Maintain and update internal procedures in Blueprints
Treat all special requests on reconciliations.
Research missing payment and request fund transfer,
Send Active and Final disconnection letters out to customers and follow up on account as per internal process.
Treat all BM Portal incoming requests and follow ups
React and respond to the daily urgencies
Manage daily workload volumes
Critical Qualifications/ Competencies :
Excellent communication skills (verbal and written), interpersonal and analytical skills
Ability to work independently and deal effectively with ambiguity
Well developed sense of autonomy, flexibility and adaptability
Very good organizational and planning skills, and attention to details
Good influence and persuasion
Demonstrates confidence in decision making and problem solving
Ability to work with MS office ( Excel et Word )
Ability to quickly adapt to new situations in a fast paced environment
Ability to multi-task
Tasks may change depending on the business needs
Preferred Qualifications/ Competencies :
Knowledge of NM1
Knowledge of Blueprints and Web focus
Experience with final accounts
Work conditions :
Need to be available to work Monday to Friday between 8:00 am to 5:00 pm
Work schedule might be changing depending on business needs
Overtime as required
BCE : WKP #feature
Bilingualism (English and French) is required
Additional Information:
Position Type: Non Management
Job Location: Canada : Alberta : Airdrie || Canada : Alberta : Brooks || Canada : Alberta : Calgary || Canada : Alberta : Camrose || Canada : Alberta : Cold Lake || Canada : Alberta : Edmonton || Canada : Alberta : Fort McMurray || Canada : Alberta : Fort Saskatchewan || Canada : Alberta : Grande Prairie || Canada : Alberta : Lacombe || Canada : Alberta : Leduc || Canada : Alberta : Lethbridge || Canada : Alberta : Lloydminster || Canada : Alberta : Medicine Hat || Canada : Alberta : Red Deer || Canada : Alberta : Rocky View County || Canada : Alberta : Sherwood Park || Canada : Alberta : Spruce Grove || Canada : Alberta : St. Albert || Canada : Alberta : Stony Plain || Canada : Alberta : Strathacona County || Canada : Alberta : Wetaskiwin || Canada : Alberta : Wood Buffalo || Canada : British Columbia : Abbotsford || Canada : British Columbia : Armstrong || Canada : British Columbia : Burnaby || Canada : British Columbia : Campbell River || Canada : British Columbia : Capilano 5 || 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Application Deadline: 09/28/2015
Please apply directly online to be considered for this role. Applications through email will not be accepted.
Bell is committed to fostering an inclusive, equitable, and accessible environment where all employees and customers feel valued, respected, and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live and serve, and where every team member has the opportunity to reach their full potential.
Created: Canada, QC, Dorval