TruMerit, formerly CGFNS International Inc. - Applicant Navigator (Bi-lingual in English and French)

TruMerit, formerly CGFNS International Inc.

Job Title: Applicant Navigator (Bi lingual – English and French)

FLSA Classification: Non-Exempt

Reports to: Manager, Customer Care

Department: Customer Care

Hours: Monday – Friday 9:30 AM-6:00 PM ET

Work Location: Remote

Summary/Objective

The Applicant Navigator (AN) provides courteous, efficient, and knowledgeable customer service to TruMerit applicants and customers through multiple communication channels, including telephone, email, and written correspondence. Fluent in both English and French, the Applicant Navigator serves as a key point of contact for applicants, ensuring a high level of customer satisfaction through accurate information, effective problem resolution, and timely processing of service requests in a fast-paced environment.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Respond to applicant and customer inquiries in spoken and written English and French via telephone, email, and chat.
• Answer questions related to TruMerit basic services and research information; resolve or escalate complex issues as appropriate.
• Promote a high degree of customer satisfaction and effective problem resolution in all applicant interactions.
• Process verification and transcript requests, applicant information changes, and other TruMerit service requests accurately and efficiently.
• Prepare and use written communications to support the development and maintenance of a database of standardized responses under supervisory guidance.
• Perform daily quality assurance reviews and end-of-day sorting of computer-generated correspondence.
• Complete accurate data entry and support the creation, retrieval, and maintenance of applicant files and related materials.
• Carry out additional duties, as assigned, to support departmental and organizational objectives.

Competencies

• Strong customer service orientation with a commitment to accuracy and responsiveness
• Excellent verbal and written communication skills in both English and French
• Ability to manage multiple tasks and priorities in a high-volume environment
• Strong attention to detail and organizational skills
• Ability to work independently while following established procedures and supervisory direction
• Professionalism, discretion, and tact when handling sensitive applicant information
• Positive attitude with a willingness to learn and contribute to team success

Supervisory responsibilities

None

Work environment

This is a fully remote position. Work is performed in a home-office environment using standard office equipment provided or approved by TruMerit.

Physical demands

• Ability to remain in a stationary position for extended periods
• Frequent computer use, including prolonged screen viewing, typing, mouse use, and repetitive hand and wrist motion
• Regular use of telephones and standard office equipment

Travel required

None

Required Education and Experience

• High school diploma or GED required
• Relevant work experience in customer service or a related field
• Fluency in spoken and written English and French
• Strong computer skills, including proficiency with Microsoft Word and other Microsoft Office applications
• Ability to handle multiple tasks efficiently in a fast-paced environment
• Strong problem-solving and issue-resolution skills
• Excellent interpersonal and communication skills

Preferred education and experience

• Associate degree preferred
• Two years of experience as a customer service representative in a high-volume call center environment

Other duties

This job description is not designed to cover all activities, duties, or responsibilities required of the employee. Duties and responsibilities may change at any time with or without notice.

Affirmative Action/EEO statement

TruMerit, formerly CGFNS International, Inc., is an equal opportunity employer committed to inclusion and diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, age, national origin, disability, veteran status, gender identity, or any other factor protected by applicable federal, state, or local laws.

TruMerit, formerly CGFNS International, Inc., will not discriminate against or retaliate against applicants who inquire about, disclose, or discuss their compensation or that of other applicants.

Reasonable accommodation is available for applicants with disabilities or religious needs.

Benefits & Compensation

We offer competitive compensation and benefits to meet different employee needs and lifestyles. Benefits include a retirement plan with a match after 1 year of service for eligible contributions, medical, dental, vision, company-paid basic life insurance, short-term disability, long-term disability, and accidental death and dismemberment insurance, employee and dependent supplemental life insurance, generous paid time off, and tuition reimbursement.