Job Title: Offline Support Representative
Duration: 12+ Months Contract
Work Model: Hybrid (3 days in-office)

Job Description

Reporting to the Shared Services Manager, the Offline Support Representative will be responsible for ensuring compliance and eligibility controls are in place while identifying and addressing gaps in processes related to special product discounts and internal business lines. The ideal candidate will have strong analytical skills, attention to detail, and the ability to manage multiple tasks efficiently.

Key Responsibilities:

• Conduct scheduled audits to verify employee eligibility and program compliance.

• Identify areas of risk and provide actionable recommendations.

• Process special discount applications and internal business line requests in a timely manner.

• Support program and product development initiatives related to discount offerings.

• Analyze issues, troubleshoot problems, and propose solutions.

• Assist in risk management by reviewing policies and procedures.

• Recommend improvements to optimize portfolio performance from a risk strategy perspective.

• Participate in system integration testing, evaluation, and implementation.

• Handle incoming inquiries with a customer-centric approach, ensuring efficient resolution.

• Promote company products and services where applicable.

• Meet productivity targets while maintaining high-quality service.

Qualifications & Skills:

• Post-secondary degree/diploma in a business-related field (preferred).

• Strong verbal and written communication skills.

• Excellent time management with the ability to prioritize multiple tasks.

• Advanced analytical, problem-solving, and organizational skills.

• Proficiency in Microsoft Office (advanced Excel, including macros and pivot tables).

• Experience with CRM systems (e.g., V21, SGI, Maestro) is an asset.

• Strong teamwork and collaboration skills.

• Self-motivated with the ability to work independently in a fast-paced environment.

• Bilingual (English/French) is an advantage.

• High school diploma (minimum requirement).

• Flexibility to work days, evenings, and weekends as needed.

• Previous experience in a similar role or industry is preferred but not required.