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Bilingual Agent Case Manager

2 months ago

Toronto, Ontario, Canada Europ Assistance Full time

**Job Summary**

Europ Assistance Canada, a leading provider of travel assistance services, is seeking a highly skilled and bilingual Agent Case Manager to join our team in Canada. As a key member of our Travel Assistance team, you will be responsible for delivering exceptional customer service and support to clients in a fast-paced, dynamic environment.

**Key Responsibilities**

  • Provide responsive and professional service to clients, handling claims and providing on-trip assistance in a 24/7 environment.
  • Take ownership of delivering superior client experiences, including effective problem resolution and proactive triage of claims.
  • Identify client needs, offer value-added advice, and initiate travel insurance claims to manage medical, operational, and reputational risks.
  • Efficiently respond to client inquiries, capturing all claim-specific information and providing clients with insurance benefits and claim information.
  • Support new and existing claimants with the claim filing process and required documentation.
  • Communicate effectively with decision-makers and managers in a collaborative team environment.
  • Assess, handle, and triage incoming calls, and initiate outbound calls to service partners.
  • Support the Nursing team as needed.
  • Provide on-trip assistance to clients, including referrals for medical care, airline flight arrangements, and hotel arrangements.

**Requirements**

  • High school diploma.
  • Superior communication skills.
  • Knowledge of travel insurance products is preferred.
  • Ability to adapt to fluctuating call volumes and prioritize work to optimize efficiency.

**Language Requirements**

Fluency in French is required.

**Work Environment**

Europ Assistance Canada offers a hybrid/remote work environment, with opportunities for flexible scheduling and work-life balance.

**Accommodation Requests**

We support all accommodation requests from applicants with disabilities. Please contact Human Resources if any accommodation is required.