Servicing Travel Advisor II - Chase , Client Servicing Associate; Quebec, Canada

Position: Servicing Travel Advisor II - Chase Travel, Client Servicing Associate (Quebec, Canada)
Location: California

This role is responsible for the supervision and support of a team of travel consultants, ensuring operational efficiency, adherence to quality standards, and high levels of customer service. The Team Lead acts as a strategic liaison between frontline staff and internal stakeholders, fostering continuous improvement across operations and training practices. Additionally, this role includes direct responsibility for overseeing and maintaining compliance with Quebec's provincial travel licensing requirements.

Key Responsibilities Team Leadership & Operational Oversight

• Provide day-to-day guidance and supervision of travel consultants
• Serve as a real-time resource to team members for issue resolutions and best practices
• Monitor team performance to ensure alignment with KPIs and service level targets
• Conduct regular quality assessments through call monitoring and calibration exercises
• Facilitate team meetings to disseminate updates, establish expectations, and promote engagement
• Administer coaching, performance feedback, and disciplinary actions per organizational guidelines
• Partner with Workforce Management to align staffing levels with business needs
• Lead recruitment, interviewing, and onboarding processes for new hires
• Assist with frontline service delivery by handling inbound calls to ensure continuity of operations and team support in the event of staffing shortages during periods of high call volume

Regulatory Compliance - Licensing Program Administration

• Act as the primary point of contact for all matters related to Quebec's provincial travel license
• Administer license renewals, remittances, and required filings
• Respond to inquiries received via the shared licensing inbox and voicemail system
• Maintain and update licensing information for agents operating under regulatory oversight
• Coordinate annual declarations to the Compensation Fund for Customers of Travel Agents
• Ensure timely and accurate execution of all licensing obligations and documentation
• Support additional administrative functions related to the licensing program as assigned

Qualifications & Requirements

• Bilingual English/French required (verbal and written)
• OPC Certification required
• High School Diploma or GED
• Customer Service experience required
• Demonstrate effective communication and interpersonal skills
• Excellent time management and multi-tasking ability to include advanced knowledge/proficiency using multiple screens in an online environment
• Proficient computer skills, including the capability to navigate multiple programs and systems simultaneously
• Ability to quickly and accurately enter data in a script driven environment
• Ability to work independently and function as a team member
• Receptive to cross training opportunities and demonstrate willingness to acquire additional roles within the organization to enhance team flexibility and foster professional growth

Additional Information

This position requires a dedicated professional with strong leadership aptitude and a commitment to regulatory excellence. The successful candidate will demonstrate the ability to balance team management responsibilities with the administrative rigor of licensing compliance in a fast-paced travel services setting.

Ce rôle est responsable de la supervision et du soutien d'une équipe de consultants en voyages, garantissant l'efficacité opérationnelle, le respect des normes de qualité et des niveaux élevés de service client. Le chef d'équipe agit comme une liaison stratégique entre le personnel de première ligne et les parties prenantes internes, favorisant l'amélioration continue entre les opérations et les pratiques de formation.

De plus, ce poste comprend la responsabilité directe de superviser et de maintenir la conformité aux exigences provincial es de permis de voyage du Québec.

Responsabilités Principales Leadership d'équipe et supervision opérationnelle

• Fournir des conseils et une supervision quotidienne aux consultants en voyage
• Servir de ressource en temps réel aux membres de l'équipe pour la résolution des problèmes et les meilleures pratiques
• Surveiller les performances de l'équipe pour assurer l'alignement avec les KPI et les cibles de niveau de service
• Effectuer…