Case Manager – Customer Relations

Position

Description:

The selected candidate will act as a Customer Loyalty and Experience Advisor. 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 follow‑up. They will also provide essential support to the existing team through their technical payroll expertise.

If you are passionate about payroll management, problem‑solving, 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:

- Bachelor’s 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 priority‑management skills.
- Demonstrated rigor, attention to detail, and ownership.
- Bilingualism (French and English).
- Excellent time‑management 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 –$85 . 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: