Role Description This exciting dual role will be supporting two teams. This role will help you understand the Customer Care support provided to both volunteers and caregivers as well as the supporting of the Unit/District Treasurers who track the revenue and expenses for approximately 5,000 Units/District accounts nationwide. The Customer Care Centre Representative role responsibilities include: - Process a high volume of phone calls, chats, and emails every day. - Become an expert on our programs, resources, processes, and deadlines to provide timely responses to a full range of questions from the public, parents, and members. - Create a strong partnership with our Unit Guiders through providing them with timely and accurate administrative support. The Unified Banking role responsibilities include: - Collaborate with Help Desk inquiries to identify and resolve unit/district banking related questions. - Provide customer service for volunteers, advising on any banking questions or concerns in a timely manner. - Develop and maintain an electronic filing system related to ongoing email communications as well as backup information required for verifying transactions. - Be responsible for verifying the accuracy and compliance with policies of a high volume of revenue and expense transactions each day (approx. 100 transactions per day). - Understand and apply organizational policies regarding inclusivity to unified banking processes, member communication, and customer queries/service. - Apply organizational policies regarding inclusivity to content, member communication, and customer service. General: - Adhere to all relevant policies, procedures, and practices. - Liaise with other departments as required. - Provide general, ongoing support to members/volunteers, responding to/directing inquiries and consulting with the appropriate groups and individuals to support the mission and vision of GGC. - Other duties as assigned. Qualifications - Have completed a degree or diploma in a related field (Accounting or Business Administration) or have equivalent work experience. - 1-2 years of customer service experience. - Have intermediate knowledge of MS Office – Word, Excel, and Outlook. - Have excellent attention to detail, strong organization practices, and sound analytical skills in relation to numerical data. - Can demonstrate the ability to provide exceptional customer service. - Comfortable working independently. - Critical thinking and problem-solving skills with the ability to effectively utilize provided resources and apply good judgment to escalate issues when required. Benefits - Generous health benefits (Health, dental, vision, Health Service Spending Account). - Eligible to join the pension plan after 12 months. - Paid time off. - Collaborative hybrid/remote work environment. - Fun and friendly work environment and work-life balance. Application Information Hiring Range: $41,300.00 - $48,740.00 Application Deadline: July 3rd, 2026. Submissions without a cover letter will not be considered. If this sounds like a job tailor-made for you, apply today! This position will remain open until filled. Interviews will be conducted on a rolling basis. GGC is committed to diversity, equity, and inclusion. We value a recruitment and selection process that is inclusive and barrier-free, and we encourage applications from people who are racialized, Indigenous, people from the 2SLGBTQI+ community, people with disabilities, and other equity-seeking groups. Upon request, Girl Guides of Canada-Guides du Canada will make available accommodations during the recruitment process. Please note we do not require applicants to identify as a person with a disability, or to disclose their disability, to request or access accommodation. Accommodation requests should be made in advance to People & Culture. We thank all candidates for their interest. Only those selected for an interview will be contacted.

• Lead Continuous Improvement pilots and projects focused on the analysis and improvement of service for specific Customer Support business processes, increasing operational efficiency and process quality. • Partner cross functionally with Shared Services, Policy, and Support Product to lead process impact assessments and process design for high priority changes within the Change Management process. • Work closely with CS Analytics to design and implement process measurement systems, analyze process data, and use insights to drive successful improvement projects to completion. • Build queries and use data analytics tools to support process improvement efforts and identify root causes. • Deliver successful improvement projects with measurable positive impact and transition solutions to operations for sustained results, including feature launches throughout the year. • Build and update Functional Designs showing the interactions between customer journey, agent processes, product features, requirements, and policies. • Create and apply Failure Modes and Effects Analysis to identify failures within processes and lead the effort to mitigate or control them. • Perform cost and benefit analyses, construct business cases for improvement opportunities, and present recommendations to senior leadership.

• Deliver outstanding customer support via emails and calls; • Follow internal procedures and SOPs; • Collaborate with internal teams to ensure efficient issue resolution; • Handle sensitive customer data with care and security; • Apply the latest and greatest customer happiness practices; • Maintain deep understanding of client solutions and meet KPI; • Communicate with developers and cross-functional specialists.

• Realizar o atendimento e a mediação dos casos mais complexos, críticos ou que envolvam riscos à marca, vindos da Ouvidoria e Reclame Aqui; (via telefone, chat, WhatsApp, e-mail e RA). • Negociar acordos e planos de retenção, visando manter o cliente ativo na base sem comprometer a sustentabilidade do negócio; • Articular com as áreas parceiras (Comercial, Suporte, Desenvolvimento, etc.) a resolução ágil dos casos, atuando como o facilitador entre a necessidade do cliente e os processos internos da empresa. • Identificar e sinalizar para a liderança os problemas crônicos ou falhas de processos que estão gerando reclamações repetitivas; • Contribuir ativamente para a manutenção dos indicadores operacionais da área (como índice de solução e reputação Reclame Aqui); • Propor melhorias práticas nas ferramentas de atendimento, fluxos de trabalho e scripts de comunicação da equipe; • Participar de treinamentos e reuniões de resultados, apoiando a liderança na construção de planos de ação operacionais.