Bilingual Client Care Representative

3 weeks ago

Toronto, Ontario, Canada Securian Canada Full time

As a Bilingual Customer Service Representative, you will be accountable to provide consistent, quality service experience for customers who contact the call center.

What you will do

  • Answer queries from customers / members regarding either billing, account balances, refunds, certificate, plan's details, product and services, coming through the different communication media available to them;
  • Assess needs and addressing each request in a professional, friendly and timely manner (including appropriate customer follow-up);
  • Use systems to gather information required to resolve each situation by providing complete information, to ensure First Contact Resolution;
  • Update, when required, certificate details and follow up appropriately (type of coverage, amount of coverage, cancellation of certificates, beneficiary or coordinate updates, requests from Underwriting to cancel coverage as replacement of new, bulk updates and / or bulk cancellations);
  • Deliver consistent, quality service to our clients, in respect with our processes, productivity and quality objectives (KPi's);
  • Raise and vet ideas and trends to promote continuous improvement;
  • Maintain up to date knowledge products and services and attend appropriate development courses on an ongoing basis.

What you will bring

  • Post-secondary education preferred.
  • 1 or more years of customer service experience within a call center, banking or insurance industry experience is considered an asset.
  • Oral and written bilingualism (English and French) is required.
  • Exceptional active listening and great verbal and written communication skills.
  • The ability to explain decisions and practices clearly, concisely, and accurately in a respectful and empathic manner.
  • Ability to work with multiple computer applications and learn new ones.
  • Capacity to multitask in a fast-paced environment.
  • Thrives and promotes teamwork.
  • Proactive and autonomous.
  • Demonstrates interest for continuous learning: ability to adapt quickly and be comfortable with change; strong detail orientation.

If you have at least 70% of the qualifications we're looking for, want to work in a fast-growing, leading and progressive company, and feel driven to help Canadians and their families build secure futures – we want to hear from you

Take the first step in building your future with Securian Canada. Apply now.

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