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Bilingual Agent Case Manager
2 months ago
Bilingual Agent Case Manager – Night Europ Assistance Canada, part of Generali Group ( is looking for an Bilingual Agent Case Manager to join our Travel Assistance & Claims team in Canada, who can contribute to the building of local Canadian operations. Europ Assistance ( a global company, active in over 200 countries and territories in the delivery of our 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.This role will report into the Head of Travel Assistance & Claims and is based in Toronto, with the working environment being a mix of in-office and remote work, 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 careAirline flight arrangementsHotel arrangementsDemonstrates 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 Required: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: Bilingual in a second language (French, Spanish)Hours of Work (for shift employees/call centre employees): Must be available for night shift (midnight to 8 am).Work Location: Hybrid 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.
