Bilingual Member Experience Representative

Thank you for your interest. We are hiring a position on behalf of our incredible clients who are a non-profit federally regulated fraternal insurance company

**Position**:Bilingual Member Experience Representative

**Reports to**: Director, Member Experience

**Department**:Sales, Marketing and Member Experience

**Job Level**: 2

Our client is a hybrid work environment, granting team members the ability to work up to 3 days per week remotely.

**Position Summary**:The Bilingual Member Experience Representative will be a key member of a small but nimble team. This position is the first point of contact for our Members and will consistently deliver an exceptional service experience. In this multi-channel hands-on role, you will provide service, operations and administration support for past, present, and prospective Life, Critical Illness, Disability, and other insurance program Members.

**Key Responsibilities**
- Be the first point of contact to support Member calls and digital channel inquiries; handle a variety of inquiries, which includes documenting interactions and resolving or escalating issues.
- Develop a deep understanding of our products to provide accurate and timely support; provide sound judgement and ensure that information is relayed accurately and in a positive and courteous way
- Process changes within the administration system as assigned which may include assigned Member or Policy status changes such as contact information, lapses, beneficiary, or other adjustments.
- Promote or process Member Benefits Programs under Flourish+ (. Communicate with Members re submissions, status, or escalations.
- Provide forms or documents as required, Generate Member letters i.e., missed payment, lapse, termination, and beneficiary confirmations.
- Process revisions to LTD policies, and issue LTD policy coverage letters as required.
- Liaise with School Boards as appropriate.
- Provide Member support/troubleshooting self-service functions in online Portals such as TL, nowly, VersaPay or the Awards Platform.
- Maintain productivity standards, service levels, as assigned (Mx Ticketing System) and a high degree of Member satisfaction.
- Identify ways to streamline processes and work more effectively across our team to better serve our members
- Work collaboratively with peers by sharing information and communicating in an open, honest, and professional manner

**Qualifications**
- University or college degree/diploma
- Bilingual in English and in French (verbal and written)
- A minimum of 3 years of experience in a customer service role within financial services; life and disability insurance experience strongly preferred (Bonus: traditional Whole Life or Annuity experience)

**Skills and Core Competencies**
- Strong customer focus and service orientation
- Excellent organizational skills, ability to work effectively in a high-volume environment and maintain all service standards
- Able to multi-task and coordinate own work to deliver on several items in parallel
- Tech-savvy with the ability to learn new software
- Strong Excel and Word skills
- Able to complete work independently and collaborate within a team environment
- Willing to seek new knowledge and tasks, question current processes, and suggest improvements
- Sound problem-solving and decision-making skills
- Strong written and verbal communication skills
- Strong alignment with our organizational mission, vision, and core values

Equity First HR is committed to helping our clients create an inclusive workplace where all employees feel valued and supported.

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Nous recrutons un poste au nom de nos incroyables clients, qui sont une compagnie d'assurance fraternelle à but non lucratif, réglementée au niveau fédéral.

**Poste**: Représentant(e) bilingue à l'expérience des membres

**Relève de**: Directeur, Expérience des membres

**Département**: Ventes, Marketing et Expérience des membres

**Niveau**: 2

Nos clients offrent un environnement de travail hybride, permettant aux membres de l’équipe de travailler jusqu’à 3 jours par semaine à distance.

**Résumé du poste**:
Le/la représentant(e) bilingue à l'expérience des membres jouera un rôle clé au sein d'une petite équipe agile. Ce poste est le premier point de contact pour nos membres et visera à offrir constamment une expérience de service exceptionnelle. Dans ce rôle polyvalent, vous fournirez un soutien en matière de service, d’opérations et d’administration pour les membres actuels, anciens et potentiels des programmes d’assurance vie, maladies graves, invalidité et autres.

**Responsabilités principales**:

- Être le premier point de contact pour répondre aux appels des membres et aux demandes via les canaux numériques; documenter les interactions et résoudre ou escalader les problèmes.
- Développer une connaissance approfondie de nos produits pour fournir un soutien précis et opportun; faire preuve de jugement et relayer les informations de