Bilingual Service Support Representative

**You’re legendary. We’re hiring. Let’s talk**

Every day, we work to deliver on our Corporate Mission Statement: “To be the market leader by delivering innovative financial and technology solutions to help our Customers, partners, and investors achieve their goals.”
How do we do that? By empowering and encouraging our Associates to provide products and legendary Customer service unparalleled in our industry
- Getting started: We offer a comprehensive paid training program that will make you feel prepared and excited about your role.
- Staying healthy: Our Employee Assistance Program (for when you need confidential support) helps you keep an eye on short and long-term goals and any bumps that pop up along the way. We are also proud to offer subsidies to support your health and fitness goals by providing gym membership subsidies.
- Registered Retirement Savings Plan: (RRSP) with matching employer contributions.
- Company culture: Our Associates are the foundation of our company and we want you to enjoy working here With company lunches, corporate outings, and even the occasional ice cream truck, you never know what will pop up to make your day.
- Peace of mind: Our insurance benefits include medical, prescription, dental, vision, group term life, AD&D, private duty nursing, paramedical services, and much more

**JOB SUMMARY**:
The individual performing in this role will be responsible for providing Legendary service to agents and insured Customers in a timely and accurate manner. The Bilingual Service Support Representative will process incoming correspondence regarding policy maintenance, acknowledgements, return mail and other Customer service requests on paper and electronically. Written and verbal fluency in Quebecois French and English is** required**.

The annual compensation range for this position is **$45,000 - $50,000 CAD**

**KEY RESPONSIBILITIES**:

- Provide Legendary Service to all Customer inquiries (external and internal) by responding promptly and thoroughly to all requests.
- Respond to telephone inquiries from insurance brokers, insurance carriers and insured Customers regarding premium finance accounts. Properly document call conversation on each specific account.
- Assist brokers with understanding and utilizing our financial products and services.
- Communicate internally with Sales, Collections, Service, and finance as appropriate.
- Make outbound calls and/or generate letters to obtain additional account information.
- Forward requests to management to prevent imminent cancellation of policies by analyzing insured payment history and agency production.
- Request generation of manual notices in the absence of system-generated notices.
- Appropriately route requests for research and resolution of account transaction issues.
- Process return mail.
- Develop and maintain knowledge of tools used by our Customers, including our website, and available payment options. Effectively communicate the applicable features and benefits and provide training on their usage.
- Be knowledgeable of IPFS Best Practices and review procedural changes to ensure compliance with the organizations policies and procedures.
- Other duties as assigned.

**REQUIRED SKILLS**:

- 2 years Customer service experience, preferably in a call center environment
- A minimum of 1 year working in the financial or banking industry
- Computer proficient in a Windows-based environment
- Strong speaking and written communication skills
- Bilingual (FRENCH and English)
- Strong business office knowledge and skills
- Knowledge of the Insurance industry is preferred
- Very strong communication and business skills
- Proven problem-solving expertise
- Excellent organization and multi-tasking abilities
- Computer literate
- Ability to quickly learn new systems and procedures
- Exceptional customer service and contact management skills
- Positive attitude, highly motivated, ability to work independently in a team environment
- Written and verbal fluency in Quebecois French and English
- Position can be located in Vancouver or Toronto

**EDUCATION QUALIFICATIONS**:
A completed bachelor’s degree from an accredited university or a combination of post-secondary education and work experience

**RÉSUMÉ DU POSTE**:
La personne titulaire du poste est chargée de fournir un service légendaire aux agents et aux clients assurés, avec précision et en temps opportun. Le représentant du service à la clientèle et aux courtiers traitera la correspondance entrante sur la mise à jour des polices, les accusés de réception, le retour du courrier et d'autres demandes de service à la clientèle sur papier et par voie électronique. La maîtrise de l'écrit et de l'oral en français québécois et en anglais est requise.

**PRINCIPALES RESPONSABILITÉS**:

- Fournir un service légendaire aux clients (externes et internes) en répondant rapidement et complètement à toutes les demandes.
- Répondre aux demandes de renseignements téléphoniques des courtiers d'assurance,