Respond to customer or member inquiries regarding billing, account balances, refunds, certificates, plan details, products, and services received through various communication channels.
Assess needs and handle each inquiry in a professional, courteous, and efficient manner, ensuring appropriate follow-up.
Use internal systems to gather and provide all necessary information to achieve first-contact resolution.
Track and record inquiries in the appropriate systems.
Update certificate details when necessary and ensure proper follow-up (type of coverage, coverage amount, certificate cancellations, updating beneficiaries or contact information, requests to cancel coverage in order to replace it with a new policy, mass updates and/or mass cancellations).
Deliver consistent, high-quality service while following established processes and meeting productivity and quality objectives (KPIs).
Share ideas and observations to support continuous improvement.
Keep product and service knowledge up to date and participate in ongoing development and training.

Post-secondary diploma (preferred).
Minimum of one year of customer service experience; experience in a call center, banking environment, or insurance sector is an asset.
Excellent active listening skills and strong verbal and written communication skills.
Ability to explain decisions and procedures clearly, accurately, and respectfully.
Comfortable using multiple software applications and able to learn new systems quickly.
Ability to manage multiple tasks in a dynamic environment.
Strong team orientation and collaborative attitude.
Proactive, autonomous, and motivated by continuous learning.
Adaptable and comfortable with change.
Strong attention to detail.
Bilingual (French and English) required — this role requires excellent French and English communication skills as it involves regular, direct interactions with both francophone and anglophone clients.

Flexible work arrangements with monthly financial allowances to support work–life balance.
A generous number of paid vacation days at hire, plus additional days off for each year of service.
One paid volunteer day so you can give time to a cause you care about.
Paid personal and wellness days to support overall well‑being.
Education assistance of up to $3,500 per year (subject to manager approval).
Flexible health and wellness account (in addition to comprehensive prescription drug and dental coverage) to help cover a wide range of wellness services that matter to you.
Up to 14% combined contributions to the RRSP matching plan.
Maternity/parental leave for families.
Additional benefits and programs.

Bilingual Customer Service Representative

Key skills