Customer Care Associate, Customer Care - 648 EN

Position

Customer Care Associate, Customer Care

Employment Type: Permanent and Contract (10 months)

This position is for an actual permanent vacancy and a contract vacancy of 10 months. Applicants for this competition may also be considered for future permanent and contract opportunities over the next 12 months.

Location: Export Development Canada headquarters in Ottawa

EDC operates under a hybrid work model, with employees currently required to work from the office three days per week. Relocation assistance is available for candidates who meet the eligibility criteria (perm role only).

About EDC

At Export Development Canada (EDC), we empower Canadian businesses to succeed globally. As a financial Crown corporation, we offer innovative financial solutions and expert insights to help businesses explore new markets, mitigate risks, and achieve growth.

Team Overview

EDC Customer Care is a centralized team who acts as the first point of contact for Canadian companies, EDC customers, and partners to support and service EDC's products and solutions. The successful candidate will provide value-added customer service at different points of the customer journey from discovery to servicing. They will use various tools, as well as their professional judgment to investigate and resolve customer inquiries fairly and effectively. They will actively listen and engage in professional discussions to resolve issues, provide EDC product and service information, identify new business opportunities and navigate Canadian companies to their next step which may include handing off to relevant teams at EDC or to our partners as part of the Canadian trade ecosystem. They will adhere to internal and external service level agreements to provide timely and valuable responses to customer inquiries by telephone, email and digital channels, consistent with set service and quality standards. They will enhance the overall customer experience through strong operational management and work to help improve processes and service offerings for our customers by collecting and sharing customer feedback and collaborating with team members and internal stakeholders on an ongoing basis.

We are looking for a highly motivated, goal-oriented individual who has an ability to prioritize, manage expectations and provide exceptional customer service to Canadian companies, our partners as well as EDC's internal business teams.

Bilingualism Requirement

This is a designated bilingual role. The successful candidate will communicate with customers, partners, and stakeholders in both English and French on a daily basis. Applicants must possess strong verbal and written proficiency in both official languages and be able to confidently investigate and resolve customer issues in either language.

What You Will Be Doing

• Serve as the first point of contact for Canadian companies, EDC customers and partners, providing professional and effective service in both English and French across phone, email and digital channels, with an objective of optimizing first-contact resolution.
• Respond to policy administration inquiries in both official languages while providing technical support and portal navigation assistance to customers.
• Provides support to all current or new MyEDC account holders, helping them register, navigate, and resolve any technical issues they are experiencing with the portal
• Actively listens and engages in professional discussions to resolve issues, providing EDC product and service information, identify new business opportunities and navigate Canadian companies to the next step in their journey which may include handing off to relevant teams at EDC or to our partners as part of the Canadian trade ecosystem
• Liaises with business teams across value streams in support of customer needs
• Targets and delivers department service level agreements
• Documents all customer interactions using available tools and systems
• Ability to excel in a team environment, is passionate about customer satisfaction and strives towards operational effectiveness
• Communicates effectively, demonstrates a growth mindset and high level of engagement
• Regularly raises customer feedback and documents it for shared learnings and process improvement purposes

What We Are Looking For

• Undergraduate degree in Business Administration, Finance, Economics or combination of college diploma and relevant work experiences
• Must be able to work schedule between the hours of 8:00 a.m. to 8:00 p.m. EST Monday to Friday
• Exceptional verbal and written communication skills in both English and French; Ability to confidently and independently handle customer conversations, issue resolution and email correspondence in both official languages.
• Strong knowledge of computer applications (e.g., Word, Excel, Outlook, and other related programs) and ability to work with computer-based applications (client management and contact center systems)
• Must be comfortable with handling a high volume of daily inbound inquiries over the telephone and email
• Excellent listening, trouble shooting and probing skills
• Able to apply analytical skills and good judgment/problem-solving skills when assisting a customer or prospect
• Strong team player

What Will Make You Stand Out

• Prior experience in financial services or international trade
• Experience in a customer contact centre or customer service
• Experience using ServiceNow CSM module
• Experience using Genesys Cloud

Why Join EDC?

Comprehensive Benefits: EDC offers a competitive compensation & benefits package, work-life balance, & the opportunity to help make Canada and the world better through trade.

Work-Life Balance: EDC offers a competitive compensation package & work-life balance. We have hybrid work options, 3 to 4 weeks paid vacation, a corporate closure period, summer early Friday's & no meeting Fridays.

Professional Development: Take advantage of our continuous learning opportunities, including training programs, workshops and language training.

Inclusive Culture: Be part of a diverse and inclusive workplace that champions employment equity & values diversity of ideas, strengths, & backgrounds to succeed.

Wellness Programs: Access to wellness initiatives, mental health support, and fitness programs to keep you healthy and happy.

Community Engagement: Participate in volunteer opportunities and give back to the community through our various social responsibility programs.

Eligibility

EDC is committed to Fair Employment Practices and preference will be given to a candidate who is able to work legally in Canada at the time of application (Canadian Citizens or Permanent Residents). Candidates must meet the requisite government security screening requirements. Internal applicants must also meet EDC's eligibility criteria for applying to internal opportunities. For more information, please refer to Section 2.1 in the Talent Acquisition Standard, available on LINK under the Resources tab in the Policies & Procedures section. The position is open to those who meet all of the essential requirements stated above and whose applications are received by the closing date.

Application deadline: September 25, 2026 at 12:00 PM ET