Bilingual Agent Case Manager

1 week ago


Toronto, Ontario, Canada Europ-assistance Canada Services Full time

Europ Assistance Canada, part of Generali Group, is in search of a Bilingual Agent Case Manager to join the Travel Assistance & Claims team in Canada. The ideal candidate will play a key role in developing local Canadian operations.

Europ Assistance is a global company operating in over 200 countries and territories, providing a wide range of products and services.

The focus of the Canadian business unit will be on the Travel Insurance industry, catering to customers traveling abroad or within Canada by offering product solutions to key stakeholders.

This position will report to the Head of Travel Assistance & Claims in Toronto, with a work environment that combines in-office and remote work, fostering close collaboration with colleagues and stakeholders.

Responsibilities Include:

  • Act as the initial point of contact, delivering professional, attentive, and empathetic service to clients during claims initiation and providing assistance before and after trips in a 24/7 setting.
  • Take personal responsibility for ensuring a superior client experience, including effective problem resolution.
  • Address clients' primary needs, offer valuable advice, and proactively manage medical, operational, and reputational risks by triaging and processing claims efficiently.
  • Handle travel insurance claims, ensuring accurate information, including contact details, travel dates, loss dates, and reserves.
  • Respond promptly to clients' needs, maintain connection, gather all claim-specific details, and provide insurance benefits and claim information.
  • Assist new and existing claimants with the claim filing process, required documentation, etc.
  • Engage in collaborative communication within the team, involving decision-makers and managers.
  • Receive and manage inbound calls, as well as make outbound calls to service partners, and collaborate with the Nursing team.
  • Provide on-trip assistance to clients as necessary, such as arranging medical care and flight logistics.
  • Demonstrate a commitment to addressing and resolving client issues at the initial contact point.
  • Make decisions to gather missing information, considering cost-effectiveness and maintaining client trust.
  • Ensure client privacy and confidentiality in line with established guidelines, such as Consent to Disclose.

Education, Knowledge, Skills, and Abilities Required:

  • High school diploma.
  • Strong communication skills.
  • Knowledge of travel insurance products is an asset.
  • Ability to adapt to varying call volumes and prioritize tasks for optimal efficiency.
  • Language Requirement: Bilingual (English and French).
  • Work Schedule: Must be available for all shifts in a 24/7/365 environment, depending on the assigned schedule.

Work Location: Hybrid

Europ-Assistance Canada Services Inc. accommodates all requests for applicants with disabilities; please contact Human Resources if you require any assistance.

We appreciate all applications, but only those chosen for an interview will be contacted.



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