416.218.1112
Beyond Bilingual Inc.
Published
January 18, 2023
Location
Mississauga, Canada
Category
Job Type
Job ID Number
BBB123
Candidate must be Bilingual
Yes
Job Function
Customer Service

Description

Bilingual Member Experience Representative-HYBRID

FULL TIME, PERMANENT

Location: (HYBRID – 2 days a week in office) – Mississauga

Hours: Mon-Fri – 8:30am-4:30pm - (40 hours/wk.)

Salary: Up to $60K + Bonus

Company:  Our client is a leader in the Insurance Industry.  Their pursuit of excellence has allowed them to continue to grow to better address the needs of their clients.   Due to this continued growth, they are looking to add a talented Member Experience Representative to their team of professionals.

 

Perks:

  • Company-paid benefit plan (Starts day 1)
  • Dental plan
  • Vision plan
  • LTD
  • Drug plan
  • Group Life plan
  • Critical illness plan
  • Health Spending Account
  • Family working atmosphere
  • RRSP Matching Plan

 

Job Summary:

The Bilingual Member Experience Representative is the first point of contact for our client’s Members and will consistently deliver an exceptional service experience. In this multi-channel hands-on role, you will manage service, operations and administration for past, present, and prospective Life, Critical Illness, Disability, and other life and health insurance program Members.

Responsibilities

  • Be the first point of contact to service Member calls and digital channel inquiries; handle a variety of inquiries, which includes documenting and resolving any escalated issues
  • Develop a deep understanding of company products to provide accurate and timely support; provide sound judgement and ensure that information is relayed accurately and in a positive and courteous way.
  • Process policy changes within the administration system including cancellations, maturities (i.e., plan closures), status changes (i.e., paid up policies), lapses, face amount changes, rider benefit cancellations, endowments, and provision of documents as required.
  • Process Member Benefits including: generating rebates, creating scholarship records and processing payments in the admin system.
  • Generate Member letters (i.e., missed payment, lapse or termination, advance notices, maturity letters); beneficiary confirmations, and issue LTD policy coverage letters as required.
  • Process revisions to LTD policies; liaise with clients as appropriate.
  • Calculate and submit Benefits in the internal expense approval system monthly.
  • Provide Member support/troubleshooting i.e., registration, login, self-service functions in online Portals.
  • Maintain productivity standards, service levels, and a high degree of Member satisfaction.

Skills Required

  • Bilingual in English and in French (verbal and written).
  • Strong MS Office skills.

Experience Requirements

  • A minimum of 3 years of experience in a customer service role within financial services; life and disability insurance experience. (Bonus: traditional Whole Life or Annuity experience).

Education Requirements

  • University or college degree/diploma in a relevant field of study.
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