Bilingual Member Services Dispatcher
Remote
Full-time
Reporting to: Manager, Member Service Centre
Location: Remote
Who We Are:
The National Police Federation (NPF) is the sole certified bargaining agent for regular Members and reservists of the Royal Canadian Mounted Police below the rank of Inspector. The National Police Federation (NPF) was certified to represent ~20,000 RCMP Members serving across Canada and internationally in the summer of 2019. We are the largest police labour relations organization in Canada, the second largest in North America and the first independent national association to represent RCMP Members.
Our mission is to provide strong, fair and progressive representation to promote and enhance the rights of our Members across the country.
Our head office is located in Ottawa but over half our staff work remotely across Canada. We stay closely connected through our active internal communications program and up-to-date I.T. tools.
Why Work with the NPF?
- Competitive compensation package.
- Generous Group Benefit package including Health Care Spending Account.
- Group Registered Savings Plan (GRSP).
- Professional development opportunities.
- An inclusive, passionate and fun team environment.
Key Responsibilities:
Member Service Support
- Triage the inbound volume of the service centre and provide procedural guidance on human resource, labour, and grievance issues directly impacting individual NPF Members.
- Work collaboratively with the entire NPF team to ensure that the employee rights of Members are maintained and upheld.
- Provide first level support to Members, including but not limited to the administration of the Member services portfolio.
- Resolve general inquiries and follow up to ensure resolutions.
- Analyze and respond to Members’ needs and complaints and liaise with SME as required.
- Escalate issues where applicable and ensure timely follow-ups and completion.
- Identify and assess Members’ needs to achieve satisfaction.
- Build, foster and maintain Member relationships.
Administrative Tasks
- Remain current on the organization’s programs and services.
- Maintain the integrity of sensitive information vetted or discussed in the office environment.
- Open and maintain Member accounts by accurately recording account information.
- Research user guides, technical manuals, or online data bases to provide solutions.
- Collect, track, organize and log information about Members’ problems and solutions in the support log and file documents.
- Follow the Organization’s service procedures, guidelines, and policies.
- Maintain the membership database.
- Participate in meetings, scheduled work, data compilation and briefings.
- Assist in the development, maintenance, and distribution of Standard Operating Procedures (SOPs) for various protocols within the program section.
- Comply with NPF policies, procedures, regulations, and applicable legislation.
- Perform other related duties as assigned.
Qualifications/Key Attributes:
- Experience in office administration.
- Minimum three (3) years’ experience in a call centre environment.
- Bilingualism (English/French) is required.
- Ability to obtain enhanced Reliability Status security clearance.
- Must be available to work rotational shifts weekdays between the hours of 6am – 10pm EST.
- Must be available for occasional overnight travel (approximately 4 times per year).
- Knowledge in data entry, data manipulation, record-keeping, and retrieval techniques.
- Knowledge in drafting correspondence and reports.
- Knowledge in maintaining filing systems.
- Knowledge in designing and maintaining electronic reporting forms.
- Knowledge in responding to inquiries and complaints.
- Highly proficient with Microsoft Office productivity tools as well as other cloud-based technology. (SharePoint, GaLexy, HelpScout, Wicket, Acrobat).
- Strong organizational skills.
- Strong interpersonal skills and values.
- Excellent writing skills.
- Ability to adapt to changing situations, new ideas and concepts.
- Sound judgement and tact.
- High level of attention to detail.
- Basic problem-solving capabilities.
- Ability to multi-task; take the initiative; be proactive; flexible.
- Ability to manage competing priorities and work independently.
- Ability to communicate with a diverse workforce.
Compensation:
The starting base salary for this position is $60,000.
The National Police Federation hires based on merit and is committed to employment equity. We encourage all qualified persons to apply.
While we welcome applications from all interested individuals, only those candidates selected for an interview will be contacted.