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Bilingual Client Care Specialist

3 months ago

Montreal, Quebec, Canada Securian Canada Full time
Position Overview
You will be responsible for delivering a consistent and high-quality service experience for clients reaching out to the Customer Support Center.
Key ResponsibilitiesTasks and Duties
  • Respond to inquiries from clients/members regarding billing, account information, refunds, coverage details, and product offerings through various communication channels;
  • Evaluate client needs and address each request in a professional, courteous, and timely manner, including necessary follow-ups;
  • Utilize systems to collect information needed to resolve each case, ensuring comprehensive information is provided for First Contact Resolution;
  • Update certificate details as necessary and follow up appropriately (coverage type, coverage amount, cancellation requests, beneficiary updates, and other related tasks);
  • Provide consistent, quality service to our clients while adhering to our processes, productivity, and quality standards (KPi's);
  • Propose and assess ideas and trends to foster continuous improvement;
  • Maintain current knowledge of products and services and participate in relevant training programs on an ongoing basis.
Qualifications
  • Preferred post-secondary education.
  • At least 1 year of customer service experience, ideally in a call center, banking, or insurance environment.
  • Required oral and written bilingual proficiency.
  • Excellent active listening and strong verbal and written communication skills.
  • Ability to clearly and respectfully explain decisions and procedures.
  • Proficient in using multiple computer applications and learning new systems.
  • Capable of multitasking in a dynamic environment.
  • Promotes teamwork and collaboration;
  • Self-motivated and proactive;
  • Demonstrates a commitment to continuous learning and adaptability to change with a strong attention to detail.
Why Consider This Opportunity?At Securian Canada, we foster an agile and innovative culture that values high performance and creative thinking. We recognize your potential from day one and encourage you to develop your unique strengths while building a career filled with opportunities, collaboration, and purpose.

As part of our commitment to diversity, equity, and inclusion, we value diverse perspectives, allowing you to be your authentic self both in and out of the workplace.

Securian Canada provides a competitive total rewards program that includes:
  • Flexible work arrangements with financial support for work-life balance;
  • Generous initial paid vacation time, plus additional vacation days for each year of service;
  • Paid volunteer days to support causes you care about;
  • Paid personal and wellness days for overall wellbeing;
  • Educational assistance of up to $3,500 annually (with manager approval);
  • Flexible health and wellness accounts (in addition to comprehensive drug and dental coverage) for various wellbeing services;
  • Up to 14% combined contributions to the RRSP matching program;
  • Family-friendly maternity/parental leave;
  • And many more benefits and perks.
If you meet at least 70% of the qualifications we seek and are eager to work in a progressive, fast-growing company dedicated to helping Canadians and their families secure their futures, we encourage you to explore this opportunity.

Securian Canada is dedicated to creating a barrier-free work environment and ensuring equal access to employment for all qualified candidates. We will work with applicants requiring reasonable accommodations during the recruitment process.

About Us
We are committed to serving all Canadians and their families, providing practical insurance and protection solutions designed to enhance financial security. For over 65 years, we have empowered Canadians to face life's uncertainties with confidence. Securian Canada combines strong local expertise with a North American presence, continually innovating to meet market expectations.

Our Daily Commitment
Every day at Securian Canada is dedicated to assisting Canadians and their families in building secure futures. We embrace agility and innovation, welcoming diverse perspectives and ideas in our work.