Bilingual Call Center Representative

5 days ago

Mississauga, Canada Safe-Guard Products International LLC Full time

**Job Title**:Bilingual** **Call Center Representative - French

**Internal Job Title**:Tire and Wheel Adjuster
- French

**Location: CA-Toronto
- ON**

**Job Overview**:
This position provides support to agents, clients, and customers by adjudicating claims, providing claims status, and resolving or escalating customer issues. In executing the duties of the role, the Claims Support Specialist will ensure proper documentation, adjudicate per the terms and conditions of the contract, utilize available resources, and meet schedule expectations informing management of any changes.

**Responsibilities**:

- Handling claims related calls per work schedule performing within defined metrics
- Order inspection when applicable
- Follow proper claims procedures as outlined in training and feedback provided by QA or Supervisor
- Master understanding of clients, agents, and contract terms and conditions
- Understand exceptions based upon dealership, agent, or client as noted in system
- Escalate issues to team lead, supervisor, or managers when unable to de-escalate
- Notify Supervisor when possible fraud is suspected
- Participate in all training as required to perform the duties of the role
- Keep record phone calls and transmit claim forms to Dealership or Repair Facility
- Drive the status of the claim within the Safe-Guard system
- Receive documentation and organize by claim number
- Order an appraisal when claim is over threshold amount or possible fraud
- Send letters to customers and copy dealership if necessary
- Send missing information letters to customers if documents are missing and copy Dealership if necessary
- Notate the system
- Adhere to Quality Assurance Guidelines
- Ensure premium is first received from Dealership before issuing checks
- The above statements are intended only to describe the general nature of the job and should not be construed as an all-inclusive list of position responsibilities._

**Job Requirements**:

- Bilingual or Trilingual with the ability to read, write and speak English and French and/or Spanish in a business setting
- High School Diploma or equivalent
- Minimum 1-2 years of experience in customer service, insurance claims, call/claims center environment.
- Proficient computer skills and the ability to troubleshoot and service policy issues
- Strong interpersonal, analytical and problem-solving skills
- Superior verbal/written skills and communications skills
- Ability to exercise sound judgment when interacting with customers and vendors
- Attention to detail and ability to handle complex situations
- Proficient in Windows and MS-Office Products (Outlook, Word, PowerPoint & Excel)
- High attention to detail, good attendance, spelling, mathematical, grammar
- Ability to analyze complex-detailed reports
- Must be authorized to work in the U.S
- Must be able to successfully pass a background check
- Experience within Automotive Industry
- College degree
- 2+ years of experience in a high-volume Call Center
- 2+ years of experience in automotive insurance or warranty claims
- 1+ year of experience with in an automotive repair or tech role
- Bilingual or Trilingual with the ability to read, write and speak English and French and/or Spanish in a business setting

**Company Benefits**:

- Auxiliary Medical, Prescription, Dental, and Vision Insurance
- Registered Retirement Savings Plan
- Long-Term Disability Insurance
- Life Insurance
- Pet Insurance
- Paid Holidays and Paid Time Off
- Employee Referral Program
- Employee Assistance Program
- Wellness Programs
- Paid Community Service Opportunities
- Tuition Reimbursement Program
- Ongoing Training & Personal Development
- And More

**About Safe-Guard Products International**:
Safe-Guard serves Original Equipment Manufacturers (OEMs), top retailers, and independent agents in the automotive finance and insurance industry with the leading Protection Products Platform. Our platform delivers innovative protection products and solutions that protect consumers from the perils of ownership, while providing Finance &Insurance professionals the tools to ignite scalable and sustainable business growth. Safe-Guard’s success is driven by over 850 employees, who serve more than 12,000 dealers and support contract holders across the U.S. and Canada.

For 30 years and counting, our team continues to transform the motor vehicle space, earning a stellar reputation from our partners and peers by providing: 1) the highest quality protection products in the industry, 2) a broad platform of branded product, technology, marketing, and training solutions, and 3) an unwavering commitment to uncomplicated care and customer service.

Safe-Guard Products International is an equal opportunity employer and gives consideration for employment to qualified applicants without regard to age, race, color, religion, creed, sex, sexual orientation, gender identity or expression, national origin, marital status, disability or protected veteran status, or any oth

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