Bilingual Customer Services Representative

Company Description

OTIP (Ontario Teachers Insurance Plan) is a member-focused, service-driven organization. We are committed to putting our people first by fostering a positive and inclusive work environment, providing a competitive total compensation package and investing in career development. Our team is currently looking for a:
**Bilingual Customer Service Representative - Call Centre**

**Job Description**:

- Resolves member complaints regarding coverage, claims and service, and documents outcomes for future reference. This includes clarifying members’ complaints, investigating the problem, developing solutions, making recommendations to management, and following-up to ensure resolution.
- Works with the carrier to process claim adjustment requests and cheque stop-payments, and reissues requests related to claims adjudication issues, while ensuring decisions are made on a timely basis. Identifies trends in claim adjudication errors and problems.
- Provides information in response to inquiries from members and other departments regarding coverage, effective dates and outstanding information, as requested.
- Ensures a high level of customer satisfaction through effective support and excellent customer service, by providing quick and accurate service in a professional manor.
- Drafts letters and prepares and processes responses to routine correspondence, while adhering to established standards.
- Applies proper contractual provisions in accordance with related contracts and carrier requirements to determine member eligibility for requested benefits.
- Issues member confirmation notices in response to member telephone inquiries and prints the necessary documents, as required.
- Maintains historical records by filing documents and records of insurance transactions and maintaining master files, amendments, etc.
- Maintains a comprehensive log and diary system, and reviewing and flagging all problem situations for discussion with management, as required.
- Keeps information confidential to protect operations.

**Qualifications**:

- Fluency in both French and English.
- A post-secondary school diploma.
- A minimum of one year’s post-secondary training in insurance-related courses such as LOMA, HIAA or CEBS is an asset.
- A minimum of one year’s experience in group health, dental and travel insurance.
- A minimum of one year’s experience in a call centre environment.
- Strong knowledge of group health, dental and travel insurance, as well as contracts and benefits.
- The demonstrated ability to provide outstanding service in an accurate and efficient manner.
- Exceptional communication skills and the demonstrated ability to deal effectively with all levels of internal and external stakeholders.
- Superior time management and organizational skills to manage competing priorities.

Additional Information
**What we offer**:

- Competitive salary and bonus structure
- Industry-leading employer-paid group benefits that start on your first day
- Defined benefit pension plan
- 100% coverage of continuing education and licensing fees (including RIBO courses)
- Flexible work from home and hybrid options
- Opportunities for advancement
- OTIP and its group of companies strive to create an accessible and inclusive work environment where everyone is treated with respect and dignity. Upon individual request, we will endeavour to remove any barrier to the recruitment and selection processes and provide accommodations for persons with disabilities._
- As a business, we protect what matters most to our members. As an employer, we value what matters most in our workplace. Together, this includes fostering a diverse, equitable and inclusive environment for all. We are committed to learning and evolving so we can continue to celebrate what makes us special. You are who you are, and our differences are what make us unique._

LI-Remote, #LI-Hybrid