Bilingual (French/english) Customer Care

We’re a close-knit group that thrives on mutual respect and stays true to our core values of purpose, authenticity, commitment, and teamwork. Whether we are developing a new program, servicing an existing client, or settling a claim, we always aim to go beyond expectations. If we see something that needs doing, we do it, whether or not it’s our job. We operate on the basis of honesty, fairness, and integrity, and we value purpose, authenticity, commitment, and teamwork. Here you will have the opportunity to learn something new every day. You’ll be part of a team that’s the best at what they do and the best colleagues that you’ll ever have because that’s what we look for in everyone we hire.

As the **Bilingual Customer Care Representative**, you are the conduit between our external customers and our internal departments (Sales, Claims, Accounting, etc.). You are responsible for answering customer inquiries in a professional and caring manner. As part of the Central Operations (CenOps) team, you are the advocate and voice of the customer, providing express, concierge service for all, while tracking each request systematically to ensure all requests are addressed in a timely manner and meet our defined standards.

**Role Responsibilities**:

- Respond to customer inquiries in a professional and caring manner following predefined processes designed to provide exceptional customer service while limiting the company’s exposure to errors and financial risk.
- Provide technical user support for user setup, password resets, customer onboarding/ offboarding, policy changes, etc.
- Direct customers to the appropriate internal department, as required.
- Process claims cheques, benefit closing letters, vehicle inspections, and vehicle auctions in an accurate and timely manner.
- Facilitate claims customer review requests using Podium.
- Develop and maintain good working relationships with all external and internal customers, including OEM/Lenders, Insurance Brokers, Dealers, Policy Holders, Insurance Companies etc.
- Must be willing to work **some evenings and occasional Saturday shifts** as business requires.

**Qualifications and Skills**:

- Must be bilingual with strong verbal and written communication skills in French (Canadian) and English
- Minimum of one year of administrative experience in a customer service environment
- Strong technical skills to be able to provide first-level technical support. CompTIA A+ certification would be considered an asset
- Willingness to obtain RIBO or OTL license within first year of employment. Company will pay for training course and exam.
- Organized with strong attention to detail
- Ability to exercise good judgment, recognize the scope of authority, and protect confidential information
- Self-motivated, independent thinker with the ability to initiate activities without direction

**Benefits and Perks**:
We provide a competitive compensation and benefits program, including health, dental, life insurance, disability, group retirement savings, and three week’s vacation to start. We will provide you with all the necessary tools you’ll need to be effective in your new role. We are looking for people who share our values, first and foremost, to join our team. We believe our team members represent our single biggest investment and our most valuable asset. We know that in today’s highly competitive job market, talented people can work anywhere.

**Insurance Insight Inc.** (formerly WALKAWAY® Canada Inc.) is headquartered in Oakville, Ontario and is an insurance brokerage specializing in providing automotive manufacturers and dealerships in North America and around the world with high-quality insurance-based products and technology solutions. As the exclusive provider of WALKAWAY products and services, we specialize in large national automobile after-market products, such as creditors insurance and GAP insurance, enabling a minimum amount of administration with the maximum amount of return.

**Job Types**: Full-time, Permanent

**Salary**: $41,988.00-$51,000.00 per year

**Benefits**:

- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- On-site parking
- Paid time off
- RRSP match
- Tuition reimbursement
- Wellness program
- Work from home

Schedule:

- 8 hour shift

Supplemental pay types:

- Bonus pay

**Education**:

- Secondary School (preferred)

**Experience**:

- Customer service: 1 year (preferred)

**Language**:

- French (required)

Work Location: Hybrid remote in Oakville, ON