Overview
Member Care Coordinator
Position Title
Member Care Coordinator (Customer Service Representative)
Region Served
London, Ontario
Department
Operations East
Reports To
Branch Operations Supervisors
Work Location
London, Ontario – On-site
Employment Type
Permanent, Full-time
Start Date
As Soon As Possible (ASAP)
POSITION OVERVIEW
As the first point of contact for our Members, the Member Care Coordinator plays a vital role in delivering an exceptional service experience. The role combines strong customer service with practical knowledge of bookkeeping and tax preparation to help Members with their inquiries and guide them through our services with confidence.
The Member Care Coordinator builds strong relationships with Members and colleagues and contributes directly to the quality and consistency of service across the region. The role is based at the Company’s office noted above.
This position provides a strong foundation for career growth within the Company, with opportunities to advance into supervisory or specialized roles in tax and accounting services.
KEY RESPONSIBILITIES
- Serve as the first point of contact for Members, answering incoming calls and inquiries promptly, professionally, and courteously.
- Deliver an exceptional frontline service experience, resolving straightforward requests independently and directing other concerns to the appropriate team or channel.
- Respond to Member questions related to tax preparation, bookkeeping, and accounting processes, escalating complex matters as needed.
- Schedule and coordinate Member appointments and consultations.
- Accurately prepare, review, and file confidential documents, reports, and correspondence.
- Collaborate with team members and other departments to ensure a seamless Member experience.
- Maintain current knowledge of the Company’s services, processes, and service standards.
- Capture and share Member feedback to help improve processes and service delivery.
- Perform other related duties as assigned.
CORE COMPETENCIES
Success in this role is demonstrated through the following competencies, which will guide onboarding, coaching, and performance conversations.
Member Focus
Builds positive, trusting relationships with Members and uses sound judgment to understand and resolve their needs.
Communication
Communicates clearly and professionally, both in writing and verbally, including strong telephone etiquette.
Accuracy & Attention to Detail
Produces accurate, complete work when preparing, reviewing, and filing documents and records.
Confidentiality & Integrity
Handles sensitive personal and financial information with discretion and in line with Company policy.
Organization & Time Management
Manages multiple priorities effectively, including during periods of high volume.
Collaboration
Works constructively with colleagues and other departments to achieve shared service goals.
Technical & Business Knowledge
Applies working knowledge of tax and bookkeeping concepts, Company systems, and Microsoft Office.
Learning Agility
Embraces new systems, processes, and feedback, and actively builds skills for future growth.
WORKING CONDITIONS
- On-site role based at the Company office noted above, with regular in-person interaction with Members and colleagues.
- Primarily office-based work involving extended periods of computer and telephone use.
- Workload is seasonal; periods of higher volume, including tax season, may require flexibility in scheduling in accordance with Company policy and applicable employment standards.
ABOUT THIS JOB DESCRIPTION
This job description outlines the general nature and key responsibilities of the position. It is not intended to be an exhaustive list of all duties, and the Company may modify responsibilities from time to time to meet business needs.
