Onboarding Specialist

About Us

Peninsula Canada is a provider of external HR and OHS solutions; including: employment relations, health and safety advice; consultancy, BrightHR Software, and Peninsula brAInbox AI.

We are providers to small and medium-sized businesses located throughout British Columbia, Alberta, Saskatchewan, Manitoba, Ontario, Nova Scotia, New Brunswick, Newfoundland, and Labrador; with foreseeable plans of branching out to all provinces across Canada! Peninsula Canada is a division of the Peninsula Group based in Manchester, England! Peninsula Group operates in: UK, Australia, New Zealand and, most recently, Canada. We employ over 2,500 people globally!

Peninsula Canada opened its first Canadian office in Toronto in September 2017 and has quickly become one of the fastest growing companies.

The Role

As a Client Experience Account manager & On-boarding Specialist, you will be the first point of contact for any new clients to assist in completing the welcome calls and complete the overall on-boarding process, to set our clients up for success in their client journey within Peninsula. You will also be the first point of contact for any client issues, concerns and retention enquiries. It is essential that you understand the client’s needs and provide solutions.

Day-to-Day Duties and Responsibilities

In this critical role, you'll also act as the liaison for our VIP clients, ensuring they receive a top-tier, seamless experience right from the outset. Beyond merely being the first point of contact, your involvement will influence how our clients perceive the value of partnering with Peninsula. Your capability to juggle administrative duties, coupled with your commitment to ensuring every client’s journey is smooth, will be the hallmark of your success.

• Key individual for contacting new clients within the same day of signing to conduct the welcome calls as needed
• Welcome our VIP clients within the same day of signing, emphasizing their value and introducing our tailored services.
• Offer consistent and superior support, ensuring high engagement and maximum utility of our services.
• Booking all applicable meetings with various team consultants to ensure the service appointments are in place as a part of their on-boarding.
• Schedule, manage, and reschedule crucial onboarding meetings with various team consultants, ensuring every client engagement starts on the right foot.
• Rescheduling any outstanding or missed meetings scheduled during the welcome calls to complete the requirements to deliver the applicable service to our clients
• Conduct follow-up care calls to gather client feedback and ensure satisfaction
• To ensure that all client service issues whether verbal or written are logged and acknowledged in line with established complaints handling procedures
• Review client service issues and decide on when a case needs to be forwarded to the Collections dept. and ensure the seamless handover when applicable
• Forward any potential compliance matters to the Compliance team as soon as possible so that they may be under investigation in order to determine whether a compliance issue exists
• Undertake administrative duties related to the Client Experience team, including progress reporting, tracking outstanding tasks, and other delegated tasks.

The above is not an exhaustive list of duties, and you will be expected to perform different tasks as necessitated by your changing role within the department and the overall business objectives of the organization.

Education/Experience

• Minimum of one (1) year experience in a client retention / client satisfaction role.
• Must have experience in client services, negotiations, and escalation management.
• Previous experience of Salesforce is considered an asset.

Work Hours

• Monday to Friday; shifts vary depending on business needs.
• However, this position will primarily operate from 12:00PM – 8:30PM.

What you Bring to the Team

• Stellar service delivery, showcased by your exceptional communication skills.
• A keen eye for detail, with the ability to thrive in our dynamic, fast-paced environment.
• Independence in execution, but also a team player when needed.
• Proficiency with Microsoft Office tools.
• An enthusiastic, proactive approach with a proven ability to handle pressure and challenges with a solution-oriented mindset.

About Us Why Work for Peninsula?

Peninsula has been voted one of the best companies to work for by the Glassdoor Awards. Peninsula is a highly motivated enterprise that promotes an entrepreneurial culture. Peninsula is committed to an inclusive, equitable and accessible workplace where all employees are valued.

Also:

• Day off on your birthday
• Enhanced Benefits with Health and Dental Coverage
• We offer a Registered Retirement Savings Plan (RRSP) Matching Program
• Downtown Location
• Vacation Days increase after 2- and 5-years’ service

Peninsula is committed to an inclusive, equitable and accessible workplace where all employees are valued. Accommodations are available upon request for candidates participating in our selection process.