Provide accurate, prompt and quality response to telephone customer inquiries regarding policy transactions or other inquiries regarding our insurance products.
Answer all customer questions concerning benefits, provisions, billing, options and allowable contractual changes.
Respond to customer requests within the service, quality and performance standards determined by the department. Able to provide accurate and prompt response to telephone and written customer inquiries using automated system.
Research and process customer inquiries and transactions using the appropriate Company systems, databases, product manuals and other appropriate reference material.
Maintain knowledge of policy contracts, including additional benefit riders, provisions provided, the features and benefits of each contract, processing procedures and governmental regulations, so that customer inquiries can be answered accurately.
Reads and understands all Bulletins and Alert notifications.
Identifies and alerts management to changes/delays/possible errors and unexpected service requests.
Provides information and adjusts coverage to retain business and enhance customer loyalty.
Performs other duties as assigned.

1 year related-working experience in a customer sales and service environment
Fluent in both French and English
Familiarity with business/insurance practices and principles
LOMA courses an asset
1-2 years’ sales experience
Excellent verbal and written communication skills with ability to influence customer attitudes/behaviours
Strong analytical and listening skills required to clearly articulate product features and benefits/values to customers
Previous experience working in a contact centre environment strongly preferred
Ability to work well independently as well as part of small teams
Possess a continuous improvement mentality
Energetic and focused on efficiently providing top-tier service
Previous experience providing services via live chat, social media and email would be an asset
A reliable internet access is required to perform this role.

Flexible work arrangements with monthly financial allocations to support your work-life balance;
Generous starting paid vacation time, plus additional vacation days for every year of service;
Paid volunteer day so you can dedicate time to a cause you are passionate about;
Paid personal and wellness days to support your total wellbeing;
Educational assistance of up to $3,500 a year (with approval from your manager);
Flexible health and wellness account (in addition to comprehensive drug and dental coverage) to help pay for a wide range of wellbeing services that are meaningful to you;
Up to 14% of combined contributions to the RRSP matching program;
Family-friendly maternity/parental leave and,
Many more benefits, perks and programs.

Bilingual Customer Service Representative

Key skills