Bilingual Agent Case Manager

3 months ago

Toronto, Canada Europ Assistance Full time

Europ Assistance Canada, part of Generali Group, is looking for a bilingual Agent Case Manager to join our Travel Assistance team in Canada. We are searching for an experienced candidate to join our team and contribute to the building of the local operations in Canada.


Europ Assistance is a global company actively doing business in over 200 countries in the delivery of their products and services. The Canadian business unit will strategically focus its efforts on the Travel Insurance industry with the distribution of product offerings and associated service solutions to key stakeholders for their customers traveling abroad or with in Canada.


The office is based in Toronto and the working environment is either a mix of in-office or remote, though always in close collaboration with colleagues and stakeholders.


Responsibilities Include:

• A responsive first point of contact role focused on delivering professional, attentive, and empathetic service to clients when initiating a claim and providing on and post- trip assistance in a 24/7 environment.

• Takes personal accountability for delivering superior client experience including effective problem resolutions.

• Identifies client’s primary needs, offers value-added advice, and proactively triage and action claims to effectively manage medical, operational, and reputational risks.

• Initiates travel insurance claims ensuring accurate contact information, travel dates, loss dates, reserves etc.

• Efficiently responds to client’s primary need, keeping the client feeling connected while capturing all the claim specific information and providing the client with insurance benefits and claim information.

• Support new and existing claimants with claim filing process, required documentation etc.

• Responsible for communicating in a collaborative team with decision makers and managers.

• Assesses, handles and triages incoming calls and initiates outbound calls to service partners.

• Supports Nursing team.

• Provides on trip assistance to clients as required:

• Referrals for medical care

• Airline flight arrangements

• Hotel arrangements

• Demonstrates commitment to taking ownership and accountability of client problems at first point of contact.

• Demonstrates the ability to make decisions in an effort to obtain missing information, weighing cost effectiveness and reputational impact to clients.

• Protects the client’s privacy and confidentiality according to the established guidelines i.e., Consent to Disclose.


Education, Knowledge, Skills, and Abilities:

• High school diploma.

• Superior communication skills.

• Knowledge of travel insurance products is preferred.

• Ability to adapt to fluctuating call volumes and ability to prioritize work to optimize efficiency.


Flexible Language Requirement: Fluency in French


Hours of Work: Availability for all shifts, dependent on the

posted schedule.


Work Location: Hybrid / Remote


Europ Assistance Canada Services Inc. supports all accommodation requests from applicants with disabilities; please contact Human Resources at careers@europ-assistance.ca if any accommodation is required.


We thank all applications for their interest, but only candidates selected for an interview will be contacted.

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