Job Description

OneMagnify is an AI native, platform-enabled B2B digital agency operating at the intersection of data, technology, and creativity. We help complex organizations drive measurable business outcomes by building smarter customer experiences and delivering highly integrated solutions across digital, media, and technology. By combining deep industry expertise with advanced analytics and artificial intelligence, we enable our clients to make better decisions, move faster, and compete more effectively in dynamic markets.

As a Program Administrator on OneMagnify’s Loyalty & Incentives team, you’ll play a direct role in shaping customer experiences for some of our clients’ most visible programs. This role sits within our Program Administration team, working closely with program managers and client stakeholders to ensure incentive and loyalty programs run accurately, securely, and smoothly. Your work helps ensure customers receive clear answers, timely resolutions, and the rewards they’ve earned.

The Impact You'll Have

You’ll be a key point of connection between end customers, client programs, and internal delivery teams. Whether you’re resolving a claim, verifying eligibility, or responding to a customer question, your work directly influences customer satisfaction and trust in our clients’ loyalty and incentives programs.

This role supports integrated delivery across program management, quality, and operations. By handling real‑time customer interactions and sensitive data with care, you help the broader team deliver programs that scale reliably and meet both client and regulatory expectations.

What You'll Do

Deliver Customer-Focused Program Support

• Serve as a primary point of contact for inbound and outbound customer calls in both French and English.
• Respond to customer inquiries via phone and email with accuracy, clarity, and professionalism.
• Guide customers through program details, next steps, and resolution paths.

Manage Claims and Program Eligibility

• Review and verify eligibility using internal tools and program databases.
• Create, document, and resolve cases, including critical or escalated issues.
• Ensure incentive and loyalty payments are processed in line with program rules.

Partner Across Teams

• Work closely with Program Managers, Supervisors, and quality teams to resolve issues and improve program outcomes.
• Communicate effectively with internal stakeholders and external customers to support timely resolutions.
• Contribute to smooth handoffs across shifts and teams to maintain continuity.

Maintain Quality and Data Integrity

• Follow established quality standards, policies, procedures, and work instructions.
• Handle confidential and sensitive information—including PII—with accuracy and discretion.
• Support consistent, repeatable processes that protect customers and clients alike.

Support Program Operations

• Participate in scheduled training during onboarding and ongoing program updates.
• Work a consistent schedule of 10:30 a.m.–7:00 p.m. ET, Monday through Friday, following initial training hours.
• Adapt to evolving program needs while maintaining attention to detail and service quality.

What You'll Need

• High school diploma, GED, or equivalent professional experience.
• Fluency in spoken and written French and English.
• Strong written and verbal communication skills with customers and colleagues.
• Experience handling customer interactions via phone and email.
• Comfort working with Microsoft Office tools, including Outlook, Word, and Excel.
• Ability to follow detailed processes while providing thoughtful, effective solutions.

Future-Ready Skills (Nice to Have)

• Experience supporting loyalty, incentives, or customer engagement programs.
• Familiarity with CRM or case management systems.
• Exposure to regulated or compliance‑driven environments involving customer data.
• Experience working within integrated marketing, customer experience, or services teams.
• Comfort using multiple systems to research, document, and resolve customer cases.

Benefits

We believe great work happens when people have the support and flexibility they need to thrive. Our benefits include medical, dental, and vision coverage, a 401(k) retirement plan, paid holidays, and Flexible Time Off (FTO) so you can take time away to recharge when you need it. We also offer additional programs focused on wellness, financial security, and professional growth.

We are an equal opportunity employer

We believe that Innovative ideas and solutions start with unique perspectives. That’s why we’re committed to providing every employee a workplace that’s free of discrimination and intolerance. We’re proud to be an equal opportunity employer and actively search for like-minded people to join our team.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform job functions, and to receive benefits and privileges of employment. Please contact us to request accommodation.