Case Manager – Client Relations

Position Description:

The selected candidate will act as a Case Manager Client Relations. They will play a key role in ensuring client satisfaction and retention by taking ownership of client situations or incidents that could not be resolved at the first level and by ensuring thorough followup. They will also provide essential support to the existing team through their technical payroll expertise. If you are passionate about payroll management problemsolving and have strong investigative skills we want to hear from you.

Your future duties and responsibilities:

Analyze each situation by:
- conducting a technical payroll analysis to identify the root causes of client dissatisfaction;
- reviewing communications and establishing a clear timeline of events;
- collaborating with other departments (support technical teams team leads managers etc.).
- Act as the main point of contact with the client throughout the process explaining ongoing steps providing clear and reassuring answers to their questions and presenting the conclusions of the analysis.
- Based on the findings determine the appropriate resolution strategy and in some cases propose and negotiate compensation.
- Draft letters and emails for clients ensuring clarity conciseness accuracy and a professional tone.
- Produce a monthly report detailing types of dissatisfaction their frequency and the actions taken to resolve issues.
- Handle collaboration requests (affidavits subpoenas court orders etc.) from external stakeholders (government ministries unions bailiffs etc.).
- Review and approve/deny in accordance with security rules requests related to access changes (account holder authentication etc.) escalated to them.

Required qualifications to be successful in this role:

- Bachelors degree in administration accounting industrial relations or a related field (or an equivalent combination of education and experience).
- 4 to 6 years of relevant experience including at least 3 years in Canadian payroll management (full cycle) B2B customer service and complex case management.
- Payroll Compliance Practitioner (PCP) certification or Payroll Leadership Professional (PLP) designation from the National Payroll Institute (NPI).
- Knowledge of OPÉRA SAO and client applications (an asset).
- Excellent communication and negotiation skills.
- Strong writing abilities.
- Strong analytical skills ability to examine a situation from multiple angles anticipate issues and ask probing questions.
- Strong prioritymanagement skills.
- Demonstrated rigor attention to detail and ownership.
- Bilingualism (French and English).
- Excellent timemanagement and organizational skills.

CGI is providing a reasonable estimate of the pay range for this role. The determination of this range includes factors such as skill set level geographic market experience and training and licenses and certifications. Compensation decisions depend on the facts and circumstances of each case. A reasonable estimate of the current range is $50 000$85 000. This role is an existing vacancy.

Bilingualism (French and English) is required for this position due to the nature of the role requiring interaction with national and global clients.

Skills:

• English
• French
• Analytical Thinking
• Customer Service & Support

What you can expect from us:

Together as owners lets turn meaningful insights into action.

Life at CGI is rooted in ownership teamwork respect and belonging. Here youll reach your full potential because

You are invited to be an owner from day 1 as we work together to bring our Dream to life. Thats why we call ourselves CGI Partners rather than employees. We benefit from our collective success and actively shape our companys strategy and direction.

Your work creates value. Youll develop innovative solutions and build relationships with teammates and clients while accessing global capabilities to scale your ideas embrace new opportunities and benefit from expansive industry and technology expertise.

Youll shape your career by joining a company built to grow and last. Youll be supported by leaders who care about your health and well-being and provide you with opportunities to deepen your skills and broaden your horizons.

At CGI we value the strength that diversity brings and are committed to fostering a workplace where everyone belongs. We collaborate with our clients to build more inclusive communities and empower all CGI partners to thrive. As an equal-opportunity employer being able to perform your best during the recruitment process is important to us. If you require an accommodation please inform your recruiter.

To learn more about accessibility at CGI contact us via email. Please note that this email is strictly for accessibility requests and cannot be used for application status inquiries.

Come join our teamone of the largest IT and business consulting services firms in the world.