Nelnet - Customer Support Representative (Bilingual in …, Mississauga

Job Overview Work for 12 months fixed term contract, hybrid role in Mississauga office. This role is for a bilingual customer service agent handling inbound calls in English and Quebecois French, educating borrowers with loans in good standing, and counseling delinquent borrowers on behalf of AFE Government of Quebec. Bilingual agents must maintain service levels and call quality within a fast-paced, team-driven environment. Responsibilities - Handle inbound calls from existing and potential customers in English and Quebecois French, providing a superior service experience. - Educate and assist borrowers with loans in good standing, and motivate and counsel borrowers with delinquent loans on behalf of AFE Government of Quebec. - Identify borrower needs and analyze their financial capacity. - Provide customized solutions and information on debt-management options. - Achieve individual productivity targets, contributing to inbound service target adherence and overall client-driven repayment success measures (KPIs include Call Quality, Average Handle Time, and Schedule Adherence). - Use discretion and maintain confidentiality when handling sensitive information. - Escalate issues for resolution following established escalation processes. Qualifications Experience - Entry-level bilingual candidates or new graduates encouraged. - Progressive experience in a call centre, customer-service or tele-marketing setting is an asset. - Cisco phone system experience is an asset. Skills & Knowledge - Demonstrated oral and written communication skills in both English and Quebecois French. - Computer proficiency and keyboarding skills with fast and accurate typing, and ability to navigate systems. - Excellent problem-solving skills and quick logical thinking. - Exceptional attention to detail and ability to work with minimal supervision. - Ability to deal with emotional and irate borrowers while maintaining a professional demeanor and handling complex calls when they arise. - Strong aptitude for learning new systems and technologies and integrating them into work. Additional Requirements - Completion of a high school diploma. - Ability to complete background checks, including credit, criminal, and reliability clearance. Hours & Schedule Hours of operation: 8:00 a.m. to 5:00 p.m., Monday through Friday. Minimum expectation of 30 hours per week; average weekly schedule is 37.5 hours. Must be available to work up to 40 hours per week and overtime as needed. Compensation Annual base salary: CAD$36,000. Bilingual bonus allowance: $3,500 annual. Equality, Diversity & Inclusion Nelnet is an Equal Opportunity Employer. All qualified applicants are considered for employment, and decisions are made without regard to race, color, religion/creed, national origin, gender, sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by federal, state, or local law. Qualified individuals with disabilities who require reasonable accommodations in order to apply or compete for positions at Nelnet may request such accommodations. Nelnet is a Drug-Free and Tobacco-Free Workplace. Apply on Kit Job: kitjob.ca/job/2pbdas