About Us

Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, were the team behind the best experiences for +800 of the worlds leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.

Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX.

Winner of Comparablys Award for Best Global Culture in 2024, 2023, 2022 and 2021

Gold Stevie Award Winner for Great Employers in 2024 and 2022

We foster an exciting culture of creativity, connection, and commitment

Read more about our culture: Foundever® Stories.

This role may involve the use of approved artificial intelligence (AI) tools to support day to day tasks, improve efficiency, and enhance decision-making. Examples may include automated workflows, data supported recommendations, drafting or summarization tools, or candidate/employee interaction tools (as applicable to the role).

This opportunity represents an existing vacancy supporting current business operations.

Job Summary

In this role, you will manage and maintain new and existing account and program implementations, ensuring that 95% of all clients are extremely satisfied or very satisfied as measured by CSAT. You will communicate accurate client documentation, processes, and protocols within two business days to ensure staff have all the necessary tools to perform their job requirements. Additionally,



you will ensure that member reimbursement requests are processed in accordance with all specified metrics of the divisions contracts and procedures. You will assist with invoicing processes, ensuring client databases are accurately maintained and up to date. Furthermore, you will monitor LFI cases, ensuring timely resolution through the appropriate channels

Summary of Responsibilities

• Building relationships with clients in order to understand their requirements and expectations fulfill current contractual commitments and establish future opportunities.


• Determining the resources (time, money, equipment, etc.) required to complete the project, developing a schedule for project completion that effectively allocates the resources to the activities, obtaining approval from appropriate stakeholders; determining the objectives and measures upon which the project will be evaluated at its completion and completing a lessons learned follow-up upon execution of project.


• Monitoring adherence to client contracted service level agreements (SLA) and working in conjunction with other departments to meet applicable targets as defined by the SLA documentation.


• Analyzing data and recommending process and/or protocol improvements to the Director, Legal Assistance that may be required due to corporate client feedback/complaints, developments arising from Client Satisfaction Surveys or failure to meet service level standards.


• Initiating and delivering regular and/or urgent communications to the Director, Intake Navigation, Coordinator,
  
  
  
  Employee Development as well as Finance advising them of changes to client programs.


• Ensuring that LAWCOR has been notified of out of province availability and vacation. Confirming that Legal Assistance General Routing protocols and CRM have been updated accordingly.


• Ensuring that contact has been made with members requesting reimbursement and that reimbursement requests are processed in accordance to all specified metrics of the divisions contracts and procedures.


• Other duties as assigned.

Work Experience

1-3 years experience in a client service role

Education

Bachelors Degree in Management and Organizational Studies

Salary Range

The base pay range for this position is up to CAD 43000 per year; however, base pay offered may vary depending on location, job-related knowledge, education, skills, and experience.

Pre-employment Requirements:

Offers of employment are conditional and require that you complete and pass a criminal background check that reviews all criminal activity in every area of residence for the last seven years.

Foundever® is committed to selecting, developing, and rewarding the best person for the job based on the requirements of the work to be performed and without regard to race, age, color, religion, sex, creed, national origin, ancestry, citizenship, disability/handicap, marital status, protected veteran status, uniform status, sexual orientation, pregnancy, genetic information, gender identity and expression, or any other basis protected by federal, state or local law. The Company forbids discrimination of all kinds, whether directed at Associates, applicants, vendors, customers, or visitors. This policy applies to all terms and conditions of employment, including recruitment, hiring, promotion, compensation, perks, training, discipline, and termination.