BILINGUAL ANALYST, CLIENT CONTACT CENTRE - Across Canada

We are banking at another level.

Choosing BDC as your employer means working in a healthy, inclusive, and skilled workplace that puts forward the best conditions to bring together unique teams where employees are empowered to act. It also means being at the centre of ambitious economic and financial projects to see further and to do things differently, to fuel the success of Canadian entrepreneurs.

Choosing BDC as your employer also means:

• Flexible and competitive benefits, including an Employee Savings and Investment Plan where BDC matches part of your voluntary contributions, a Defined Benefit Pension Plan, a $750 wellness and health care spending account, to name a few   
  
  
• In addition to paid vacation each year, five personal days, sick days as necessary, and our offices are closed from December 25 to January 1
  
  
• A hybrid work model that truly balances work and personal life
  
  
• Opportunities for learning, training and development, and much more... 
  
  

The candidate can work from anywhere in Canada.

POSITION OVERVIEW

At BDC, our mission is to create and grow strong Canadian businesses. The Analyst, Client Contact Centre receives and processes telephone and electronic inquiries. The incumbent analyzes and interprets requests for information from clients in a timely manner to determine their needs and identify new business opportunities. The Analyst assists entrepreneurs by supporting the various channels available such as the client portal, and the BDC Academy. This person is also responsible for the proper management of incidents and requests related to applications integrated with various related systems. The Analyst will establish an initial diagnosis of the problem, provide solutions to users and document the resolution in accordance with established standards and methods. 

CHALLENGES TO BE MET

• Receive and handle phone calls in a courteous, informed, and professional manner. Validate client needs to ensure they are well understood.
  
  
• Assist BDC client and employees in using the client portal, as well as in resolving technical issues.
  
  
• Respond to electronic requests according to established procedures and within the prescribed timeframes.
  
  
• Validate the identity and information of the client, according to established procedures, ensuring the security of client data at all times
  
  
• Manage multiple tasks simultaneously, such as incoming and outgoing calls, chat, emails, etc., while ensuring effective priority management.
  
  
• Receive complaints and take appropriate action using influence to find a solution that satisfies both the client and BDC before escalating each complaint to the appropriate department.
  
  
• Assess the potential of requests for financing and/or consulting services in accordance with BDC's policies, practices and quality standards before referring them to a business centre.
  
  
• Follow up on opportunities with business centres.
  
  
• Submit requests for additional financing from existing clients to their respective business centres.
  
  
• Decline applications that do not meet BDC's criteria and policies while ensuring that the client understands the reasons for the decline.
  
  
• Input client and lead data into BDC's various applications, ensuring it is of high quality and accuracy.
  
  
• Keep current with BDC's policies and practices regarding financing and consulting services to effectively promote BDC's products and services.
  
  
• Maintain a strong business relationship with the internal network and inform the representatives in the client file of all activities undertaken, as needed.
  
  

WHAT WE ARE LOOKING FOR

• Bachelor's degree/certificate in administration or any other field deemed equivalent.
  
  
• Between 1-3 years of minimum experience in customer service and/or technical support.
  
  
• Good knowledge of Microsoft Office applications.
  
  
• Ability to learn new software and keen interest in entrepreneurship.
  
  
• Excellent ability to be autonomous, to be proactive and to listen actively and to adapt to change.
  
  
• Excellent ability to multitask and provide excellent customer service.
  
  
• Excellent computer problem-solving skills.
  
  
• Bilingualism (French and English).
  
  

ADDITIONAL INFORMATION

Be available to work seven-hour shifts between 7:30 a.m. and 8:00 p.m. EST, Monday to Friday, on a rotating schedule.

Proudly one of Canada’s Top 100 Employers and one of Canada’s Best Diversity Employers, we are committed to fostering a diverse, equitable, inclusive and accessible environment where all employees can thrive and feel empowered to bring their whole selves to work. If you require an accommodation to complete your application, please do not hesitate to contact us at [email protected].

While we appreciate all applications, we advise that only the candidates selected to participate in the recruitment process will be contacted.