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Bilingual Member Support Representative

MD Financial Management Inc.

This is a Contract position in Montréal, QC posted September 9, 2017.

Why Join Us?

At MD Financial Management, we have one mandate: to help Canadian physicians achieve financial well-being by focusing on their distinctive needs and operating in their best interests. Our commitment to work/life integration, employee well-being and ongoing learning are also key factors that contribute to our overall success.

Who is MD?

  • We are proudly owned by the Canadian Medical Association (CMA)
  • We have more than 45 years of physician-focused experience
  • We have a network of offices situated from coast to coast
  • We have more than $41 billion in assets under administration
  • Our MD Financial Management Advisors and teams of experts provide comprehensive financial plans, advice and solutions specific to our clients needs at every stage of their career, from medical school to practice and through retirement.
  • MD Financial Managements Advisors work on salary, not commission – without incentives to sell any particular product, our Advisors provide objective advice that is in our clients best interests.

If you’re a results-driven, enthusiastic and technology-savvy team player, you’ll thrive in our dynamic, flexible and collaborative environment.

We have an immediate opening for a talented, enthusiastic and client-focused Bilingual Member Service Representative to join our Ottawa-based team for a 1 year term.

What You Will Do:

Under the direction of the Team Lead, Member Services & Support, as the Member Service Representative, you will be responsible for the timely and accurate inputting and management of physician’s (member and non-member), MD clients’ and CMA Subscriber Organizations’ membership data, personal data and subscription/order data. In this role, you will review and generate various ad hoc physician and membership reports to ensure data accuracy and integrity

You will also be responsible for effectively responding to telephone and email inquiries, online system support and membership renewals requests from current and prospective CMA/MDFM staff, Provincial and Territorial Medical Associations and the general public regarding membership status. You will perform online registration, password resets and account deactivation with proper security checks using client database information. In addition, you will identify and trouble shoot web issues that require advanced technical support or programming and log the defect with the IT Technical Support team and act as a liaison between the MD Financial Advisor and the PTMAs on data and membership related issues.

Your detailed knowledge of CMA and MDFM products and services and newly introduced membership benefits will enable you to provide solutions and/or clarification using established policies adhering to MD and/or CMA compliance and Membership Qualified Rules and participate in outbound calls in support of membership campaigns.

You will play a critical role in creating a superior member and client experience by building and supporting internal relationships with our technology and marketing partners, regional and operational teams, and our colleagues at the Canadian Medical Association and Provincial and Territorial Medical Associations. This will include responsibility for maintaining a follow-up system for inquiries, complaints and problem resolution requests and ensuring standards and follow-up procedures are being met

Lastly, you perform all necessary research with respect to returned CMA/MDFM mail; re-mail material whenever possible and/or stop the mailing address to prevent future unnecessary mailings.

What You Need:

You have a college diploma with a minimum of two years’ related experience in a front-line call centre role or equivalent experience in the financial services industry.

Bilingualism (English/French) is mandatory.

Experience with data entry and the Microsoft suite of products are definite assets.

What You Bring:

  • You are inspired by doing the best for your clients and by providing tailored and timely advice.
  • You have the ability to quickly and clearly understand the client’s perspective which in turn directly influences your choice of strategies and products and how you present them to clients.
  • You are an outstanding communicator. You actively listen and tailor your response accordingly based on your client’s level of understanding and interest.
  • You are a rapid responder – what’s urgent for your client is also urgent for you. You make ‘getting things done’ a priority.
  • You take great pride in your personal development and enjoy learning new tools and techniques,
  • You embrace change and thrive in an ever-changing environment.
  • While you enjoy working independently, you also embrace the collaborative process and look forward to partnering with other team members to best service your client.
  • You are known for your attention to detail and ability to successfully multitask in an ever-changing environment.

What Success Looks Like:

  • You are passionate about the MD value proposition and actively look to provide service that will exceed the client’s expectations.
  • You strive for 100% accuracy.
  • You are constantly learning and honing your skills.
  • You are technology savvy and endeavor to find new and exciting ways to use technology in the servicing of your client.
  • You feel motivated to do your best work.
  • You enjoy seeking out opportunities to grow the business through Lead Generations and Referrals.

An offer of employment is conditional on MD receiving satisfactory employment checks including criminal, credit, civil, regulatory (as applicable) and reference checks.

For those roles with licensing requirements, a copy of your transcript must be submitted with your application.

MD Financial Management will accommodate people with disabilities during the recruitment and hiring processes.