416.218.1112
Beyond Bilingual Inc.
Published
June 20, 2022
Location
Toronto, Canada
Category
Job Type
Job ID Number
BBB678
Candidate must be Bilingual
Yes
Job Function
Customer Service

Description

Bilingual Insurance Membership Services Specialist

FULL TIME, PERMANENT

Location: (Hybrid) – Toronto

Hours: Mon-Fri – 8:30am-4:30pm (35 hours/wk.)

Salary:  $70K-$73K 

Company:  Our client is a leading national provider of non-profit group health insurance.

 

Perks:

  • Company-paid benefit plan (starting day 1)
  • Dental plan
  • Vision plan
  • Pension
  • Excellent training
  • Family working atmosphere
  • Generous vacation allotment

 

Job Summary:

The Bilingual Membership Services Specialist is responsible for maintaining exceptional customer service and works as part of a team.  In conjunction with the Director, Human Resources & Volunteer Engagement, and the Director, Benefits, you will help promote membership growth and support the organization’s goal to improve the lives of retirees in Canada.

 

Responsibilities

  • Act as the first point of contact via phone, email, fax, mail and in person for general inquiries and for information on how to join. Triages questions to appropriate departments as needed
  • Educate members about the value of company membership, their insurance plans, membership perks and volunteer opportunities
  • Maintain extensive knowledge of department processes to ensure established procedures and policies are followed to address member inquiries, meet service quality, goals/expectations, and adhere to approved budgets
  • Provides prompt and accurate service when responding to requests from members, prospects, and Districts
  • Delivers high-quality customer service, listening to members’ requests or complaints and working to find the appropriate solution in a timely manner; resolves data entry errors
  • Build and maintain professional relationships with members by managing requests and educating members on various options to assist with decision making regarding their inquiries and retirement goals
  • Responsible for reviewing all aspects of a member’s profile, including reaching out to members with respect to keeping a member's file up to date, e.g., update contact information on file
  • Supporting the Finance Department and members to complete online membership renewal fee payments and transactions, seeing the transaction through to completion
  • Consult with internal business partners about sensitive and complex issues and escalate issues for resolution as appropriate
  • Manage the member experience by monitoring outstanding member inquiries and proactively following up to ensure timely resolution
  • Assists with the achievement of specific recruitment, member satisfaction, retention, and department goals
  • Provides accurate and efficient data entry service, including but not limited to processing applications, updating member records and District Executive roles, processing cancellations, refund requests, and member deaths
  • Maintains electronic and hard copy filing systems and produces reports from CRM, upon request
  • Participates in training, participating in team meetings, events, training, work committees where appropriate, and in membership and external events, and where the company has a presence; and
  • Works on professional development plans with the Director, Human Resources & Volunteer Engagement, including attending external training sessions/courses, and attending an RTOERO Retirement Planning Workshop at least once every two years.

Skills Required

  • Fluently bilingual English/French – Spoken and Written
  • An exceptionally customer-focused individual with the skill, tact, and ability to maintain positive and effective relationships with internal and external stakeholders and the ability to deliver information in tactful manner
  • Strong computer skills, including MS Word, MS Excel, MS Outlook, and Adobe Pro (MS PowerPoint and Visio would be an asset) and the ability to learn new software quickly
  • Ability to professionally manage stressful situations
  • Ability to compute basic arithmetic and work with numbers
  • Database maintenance/management; and
  • Data entry with a high level of accuracy.

Experience Requirements

  • 3-5 years of customer service experience in either the non-profit or insurance industry
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