Customer Service Representative (Finance) (Telework/Hybrid), Ahuntsic North

Position Title

Customer Service Representative (Finance) (Telework/Hybrid)

Status Of Employment

Temporary Long-Term (Fixed Term)

Work Schedule

Full time

Primary Location

181 Queen Street, Ottawa, Ontario, K1P 1K9

Language Requirements

Fluent in English and French; assessed proficiency in reading, speaking, and writing at advanced to intermediate levels as specified.

Additional Information

The role is temporary, effective until April 2027. This is a hybrid work arrangement; schedules will be discussed with the hiring manager.

Key Responsibilities

Manages customer interactions received by phone, email, and other channels.

Logs each interaction in the ticketing system and documents all key actions and final resolution.

Provides accurate, valid, and complete information using appropriate methods and tools.

Assigns tickets to appropriate support teams or escalates to subject matter experts, senior analysts, or team leads as per procedures.

Identifies and assesses customers’ needs to achieve satisfaction and builds relationships through trust, open, supportive, and positive communication.

Works shift rotations as required to meet business demands.

Obtains limited coaching and follows corporate policies, processes, guidelines, and procedures.

Engages customers, remains positive, and takes ownership of each interaction.

May perform some coordination activities within a specific business queue (additional remuneration), such as: Coordinating incoming queue interactions.

Maintaining some job aids.

Analyzing problems, metrics, trends, and reports for input.

Key Competencies

Interpersonal skills

Verbal and written communication skills

Listening skills

Problem analysis and problem‑solving

Analytical thinking

Attention to detail and accuracy

Data collection

Customer service orientation

Adaptability

Initiative

Stress tolerance

Education and Experience Requirements

Fluently bilingual (French and English).

Graduation from a community college; finance‑related experience is an asset.

Minimum of two years of customer service experience.

Proven ability to manage phone conversations with clarity and focus on details.

Demonstrated ability to guide callers through complex inquiries effectively.

Demonstrated phone contact handling skills and active listening.

Familiarity with call routing and ticketing systems.

Strong communication and presentation skills.

Ability to multitask, prioritize, and manage time effectively.

ERP familiarity: proficiency in navigating platforms such as SAP, Oracle, or Workday.

Screening and Background Checks

Mandatory criminal record check.

Other background checks may be conducted based on operational requirements.

Equal Opportunity Employer CBC/Radio‑Canada is committed to equity, diversity, and inclusion. This position is open to all qualified candidates regardless of race, colour, religion, sex, national origin, marital status, age, disability, or other protected characteristics.

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