Description
Bilingual Customer Service Representative-REMOTE
FULL TIME, PERMANENT
Location: 100% Remote-Toronto (Must live in GTA) Must go into the office on certain occasions
Hours: Mon-Fri – 8:30am-5pm (35 hours/wk.)
Salary: Up to $65K + 15% Target Bonus
Company: Our client is a licensed Life and Health Agency with Property and Casualty Broker licenses throughout Canada. Due to continued growth, they are looking to add a key member to their team of Customer Service professionals.
Perks:
- Company-paid health benefit plan (start day 1)
- Healthcare spending account
- Wellness spending account
- Life Insurance
- RRSP
- Target Bonus
- Employee development
- Casual dress code policy
Job Overview:
The role reports to the AVP, Operations in the Insurance Solutions Division which provides marketing and administrative support for multiple lines of business, across a variety of markets. The team provides customized solutions for vendors and lenders, both retail and wholesale.
You will be expected to be flexible in your role, however, primary responsibilities involve handling calls and responding to emails with customers regarding insurance coverages, resolving general inquiries from Company Distributors and Account Representatives and processing incoming insurance policies and premiums.
Responsibilities
- Understand and resolve inquiries with customers regarding their insurance coverage.
- Determine satisfactory solutions to customer complaints.
- Offer outstanding customer service in a client service environment.
- Understand and resolve general inquiries from Distributors and Account Representatives.
- Process refunds which would include the calculation of the refund amount, preparation of a cheque requisition and cheque and creation and distribution of all refund correspondence.
- Provide claim forms to customers and log in the processing system.
- Forward completed claims forms to the Claims Administrator and log in the processing system.
- Cheque control/maintenance, which includes stop payment requests.
- Premium processing and certificate entry for all business received.
- Work with Distributors to resolve discrepancies involving rate tables and/or premium calculations.
- Assist in the compilation of monthly reports.
- Demonstrate knowledge of company products and principles of customer service.
Skills Required
- Fluently bilingual in French and English (spoken and written).
- Intermediate proficiency in MS Office tools (Outlook, Word, Excel, Teams).
- Ability to juggle multiple tasks with multiple stakeholders.
- Strong analytical and problem-solving skills.
- Familiarity with computer applications.
- AS400 knowledge is an asset.
- Successful completion of the LLQP an asset.
Experience Requirements
- 3-4 years of experience in a customer service role in either the Insurance industry or Financial Services industry.
Education Requirements
- High school diploma.