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About the Role
As the first point of contact for our Members, the Member Care Coordinator plays a vital role in delivering an exceptional service experience. The role combines strong customer service with practical knowledge of bookkeeping and tax preparation to help Members with their inquiries and guide them through our services with confidence. The Member Care Coordinator builds strong relationships with Members and colleagues and contributes directly to the quality and consistency of service across the region. This position provides a strong foundation for career growth within the Company, with opportunities to advance into supervisory or specialized roles in tax and accounting services.
Responsibilities
- Serve as the first point of contact for Members, answering incoming calls and inquiries promptly, professionally, and courteously.
- Deliver an exceptional frontline service experience, resolving straightforward requests independently and directing other concerns to the appropriate team or channel.
- Respond to Member questions related to tax preparation, bookkeeping, and accounting processes, escalating complex matters as needed.
- Schedule and coordinate Member appointments and consultations.
- Accurately prepare, review, and file confidential documents, reports, and correspondence.
- Collaborate with team members and other departments to ensure a seamless Member experience.
- Maintain current knowledge of the Company’s services, processes, and service standards.
- Capture and share Member feedback to help improve processes and service delivery.
- Perform other related duties as assigned.
Requirements
- Success in this role is demonstrated through the following competencies: Member Focus, Communication, Accuracy & Attention to Detail, Confidentiality & Integrity, Organization & Time Management, Collaboration, Technical & Business Knowledge, Learning Agility.
- Handles sensitive personal and financial information with discretion and in line with Company policy.
- Manages multiple priorities effectively, including during periods of high volume.
- Works constructively with colleagues and other departments to achieve shared service goals.
- Applies working knowledge of tax and bookkeeping concepts, Company systems, and Microsoft Office.
- Embraces new systems, processes, and feedback, and actively builds skills for future growth.
- Workload is seasonal; periods of higher volume, including tax season, may require flexibility in scheduling in accordance with Company policy and applicable employment standards.
Skills
- Customer service
- Bookkeeping
- Tax preparation
- Communication
- Telephone etiquette
- Microsoft Office
Location
- London, Ontario
Work Type
- On-site
- Permanent
- Full-time
About the Company
- The Company's office noted above.