Sr Client Relations Specialist – French Bilingual (Call Center)

Job Family

Sales Support / Operations

Job Description Summary

Serve as the main point of contact for field office CEOs, EVCs (or higher), office assistants, and field force to provide information and guidance on licensing and appointments, commissions, coding, errors and omissions, mywfg.com website, systems, and other operational functions related to World Financial Group (WFG) and World Financial Group Insurance Agency (WFGIA) of Canada. Proactively resolve issues and maintain relationships with the field and operational teams to ensure service level agreements are met. This bilingual role requires fluency in French and English to support business needs and meet essential job functions, including written and verbal communications with the field force, operational teams, and other stakeholders.

Job Description

Responsibilities

• Use in-depth knowledge of business processes, products, and services to resolve escalated issues; provide guidance on compliance requirements, regulatory changes, required forms/disclosures, and identify potential regulatory concerns.

• Monitor process queues to ensure service level agreements (SLAs) are achieved.

• Participate in testing, implementation, and delivery of results for projects and initiatives supporting the company and field force.

• Develop, maintain, and update operational procedures and documentation as needed.

• Respond to inbound calls and emails from the field force regarding licensing, appointments, commissions, coding, points, marketing promotions, and other operational matters; research and analyze account activity, products, and programs using multiple systems.

• Communicate fluently in French and English, both verbally and in writing, to support French-language inquiries and business operations.

• Develop training materials and assist the field force with navigation of company tools and platforms, including the WFG website, WFG Mail, CRM systems, and related resources.

• Build and maintain strong relationships with the field force, setting expectations regarding processing timelines, service levels, and peak-volume periods.

• Participate in conference calls and other forums to remain current on available marketing programs and business initiatives.

• Identify opportunities to improve service delivery and platform utilization and serve as a subject matter expert on projects that enhance user experience and operational effectiveness.

Qualifications

• Bachelor’s degree in a business field or equivalent education/experience

• Five years of related experience

• Strong knowledge of the financial services industry, including products, services, and general operational procedures

• Fluency in French and English, verbal and written, sufficient to perform essential job functions, including daily or frequent communication with French- and English-speaking field force members, operational teams, and other stakeholders

• Excellent written and oral communication skills

• Strong customer service skills

• Strong problem-solving and decision-making skills

• Ability to prioritize multiple responsibilities, including high-volume calls and processing unit

• Attention to detail

• Technical aptitude to train and assist field force with system navigation

• Proficiency using MS Office

Preferred Qualifications

• Knowledge of WFG and systems currently in use

Compensation

*Please note that the compensation information that follows is a good faith estimate for this position only and is provided pursuant to applicable pay transparency and compensation posting laws. It is estimated based on what a successful candidate might be paid in certain Company locations.**

 The salary for this position generally ranges between $61,000 - $70,000 annually. This range is an estimate, based on potential qualifications and operational needs. Salary may vary above and below the stated amounts, as permitted by applicable law.

Please note that this position is currently vacant within the Company. Artificial Intelligence will be used to preliminarily screen potential candidates for this vacancy, but it will not be used to assess – or ultimately select – any applicant for the vacancy

Canadian Health and Work/Life Balance Benefits:

• Competitive Paid Time Off
• Ten (10) paid holidays per year
• Ten (10) sick days per year
• Be Well Company holistic wellness program, which includes Wellness Coaching and Reward Dollars
• Parental Leave
• Adoption Assistance
• Employee Assistance Program
• College Coach Program
• Employee Resource Groups
• Inclusion and Diversity Programs
• Employee Recognition Program
• Referral Bonus Programs
• Peer Recognition Program (BRAVO)

United States Only Benefits Below:

What We Offer  

 

For eligible employees, we offer a comprehensive benefits package designed to support both the personal and financial well-being of our employees. 

 

Compensation Benefits 

• Competitive Pay 

• Bonus for Eligible Employees 

 

Benefits Package 

• Pension Plan 

• 401k Match

• Employee Stock Purchase Plan

• Tuition Reimbursement

• Disability Insurance

• Medical Insurance

• Dental Insurance

• Vision Insurance

• Employee Discounts

• Career Training & Development Opportunities

 

Health and Work/Life Balance Benefits 

• Paid Time Off starting at 160 hours annually for employees in their first year of service.

• Ten (10) paid holidays per year (typically mirroring the New York Stock Exchange (NYSE) holidays).

• Be Well Company holistic wellness program, which includes Wellness Coaching and Reward Dollars 

• Parental Leave – fifteen (15) days of paid parental leave per calendar year to eligible employees with at least one year of service at the time of birth, placement of an adopted child, or placement of a foster care child.

• Adoption Assistance

• Employee Assistance Program

• Back-Up Care Program

• PTO for Volunteer Hours

• Employee Matching Gifts Program

• Employee Resource Groups

• Inclusion and Diversity Programs

• Employee Recognition Program

• Referral Bonus Programs

 

Inclusion & Diversity  

  

We believe our commitment to diversity and inclusion creates a work environment filled with exceptional individuals. We’re thrilled to have been recognized for our efforts through the Human Rights Campaign Corporate Equality Index, Dave Thomas Adoption Friendly Advocate, and several Seramount lists, including the Inclusion Index, 100 Best Companies for Working Parents, Best Companies for Dads, and Top 75 Companies for Executive Women. 

  

To foster a culture of inclusivity throughout our workforce, workplace, and marketplace, Transamerica offers a wide range of diversity and inclusion programs. This includes our company-sponsored, employee-driven Employee Resource Groups (ERGs), which are formed around a shared interest or a common characteristic of diversity. ERGs are open to all employees. They provide a supportive environment to help us better appreciate our similarities and differences and understand how they benefit us all. 

   

Giving Back  

  

We believe our responsibilities extend beyond our corporate walls. That's why we created the Aegon Transamerica Foundation in 1994. Through a mix of financial grants and the volunteer efforts of our employees, the foundation supports nonprofit organizations focused on the things that matter most to our people in the communities where we live and work.     

  

Transamerica’s Parent Company  

 

Aegon acquired the Transamerica business in 1999. Since its start in 1844, Aegon has  grown into an international company serving more than 23.9 million people across the globe.* It offers investment, protection, and retirement solutions, always with a clear purpose: Helping people live their best lives. As a leading global investor and employer, the company seeks to have a positive impact by addressing critical environmental and societal issues, with a focus on climate change and inclusion and diversity.   

* As of December 31, 2023