Client Representative, Help Desk and Escalation

Bell Canada; Montreal; Hybrid; CAD 60,000 - 80,000; Full time

Job summary

A leading telecommunications company is seeking a Client Representative for Help Desk and Escalation in Montreal. The role involves guiding CAM teams, handling complex collection situations, and performing quality audits. Candidates must be bilingual in English and French and possess excellent problem-solving skills. The position offers a competitive salary, benefits, and opportunities for personal growth in a supportive environment.

Benefits

Comprehensive compensation package

Medical and dental benefits

35% discount on services

Qualifications

• Proficiency in Bell collections platforms (SAP, NM1, NIBS, etc.).
• Knowledge of English and French required.
• Experience in a collections environment.

Responsibilities

• Guide CAM teams with their day-to-day duties.
• Handle complex collection situations.
• Perform back-up and emergency collection duties.

Skills

Collections experience

Bilingual (English and French)

Excellent problem solving skills

Organization and time management skills

Leadership

Flexibility

Tools

SAP

NM1

Bcris

Job description

Client Representative, Help Desk and Escalation

At Bell, our purpose is to advance how Canadians connect with each other and the world. We achieve this by providing consumers and businesses with the best network technologies in the world, innovative digital solutions and seamless customer experiences. It’s all developed and delivered by the members of #TeamBell and we’re always on the lookout for people with great skills and experiences.

We provide a supportive and inclusive community where all team members can succeed. And through our commitment to environmental, social and governance initiatives, you will feel good about the greater impact you will have – making every day better for people as they connect, work, learn and play.

Join us. You belong at Bell.

On the Bell Business Markets team, you’ll be a vital part of making innovation happen for enterprise‑scale customers. You’ll deliver advanced solutions in areas such as IoT, Mobility/5G, Cloud, Cyber Security, Voice, Collaboration & Contact Centre and Internet & Private Networks.

At Bell, your skills and expertise will help set us apart as we continue to be the leading provider of digital connections and next generation services to businesses and governments.

Name and description of the hiring department

The RA – Collections Enterprise is responsible for guiding and advising Québec based CAM agents. The position is responsible for the treatment and the resolution of complex and unusual situations. Escalation situations can be referred to by management or other stakeholders. Following investigation and resolution of complex situations, the RA – Collections Enterprise identifies and proposes ideas to improve tools and processes.

Job Duties / Accountabilities

• Guide and advise employees CAM teams in their day‑to‑day duties
• Treat complex and unusual collection situations in an escalation mode
• Perform regular agent quality audits
• Perform back‑up and emergency collection duties on an as needed basis
• Preparation of reports (Mosaix dialer jobs and reports)
• Perform other duties as required or assigned (ie: suspensions, restores, out of order requests and report)
• Collections experience and knowledge of accounts receivable function
• Proficiency in Enterprise collection work streams
• Knowledge of English and French required
  • In the course of their duties, this person will be required to interact with French & English speaking stakeholders across Canada
• Highly flexible – ability to adapt quickly to rapidly changing priorities
• Leadership
• Excellent sense of organization and time management skills
• Enthusiasm and positive attitude capacity to adapt approach with employees
• Ease in dealing with both internal and external partners
• Excellent problem solving skills
• Reliable and professionalAbility to work under pressure with tight timelines and pressure

Preferred Qualifications / Competencies

• Proficiency in Bell collections platforms (SAP, NM1, NIBS, Caprice, Bcris, Smart Path, BCT, EOM, Rev Chain Single View and other internal systems)

Working Conditions

• Monday to Friday; normal office hours

Adequate knowledge of French is required for positions in Quebec.

Additional Information:

Position Type: Union

Job Status: Regular - Full Time

For work arrangements that are ‘Hybrid’, successful candidates must be based in Canada and report to a set Bell office for a minimum of 3 days a week. Recognizing the importance of work-life balance, Bell offers flexibility in work hours based on the business needs.

Please apply directly online to be considered for this role. Applications through email will not be accepted.

We know that caring for our team members is at the heart of a healthy, positive and thriving workplace. As part of our team, you’ll enjoy a comprehensive compensation package that includes a competitive salary and a wide range of benefits to support the well‑being of you and your family. As soon as you join us, you'll be eligible for medical, dental, vision and mental health benefits that you can tailor to your specific needs. Plus, as a Bell team member, you'll enjoy a 35% discount on our services and access exclusive offers from our partners.

At Bell, we are proud of our focus on fostering an inclusive and accessible workplace where all team members feel valued, respected, supported, and that they belong.

Bell is committed to clarity in our hiring process. All roles posted are opportunities we’re actively recruiting for, unless stated otherwise. We also want to make sure that everyone has an equal opportunity to join our team. We encourage individuals who may require accommodations during the hiring process to let us know. For a confidential inquiry, email your recruiter [e-mail] to make arrangements. If you have questions or feedback regarding accessibility at Bell, we invite you to complete the Accessibility feedback form or visit our Accessibility page f or other ways to contact us.

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