Bilingual Customer Service Representative

**Description**:
As a Bilingual Customer Service Representative you will be accountable to provide consistent, quality service experience for customers who contact the Customer Care Centre.

**What you will do**:

- Answer queries from customers/members regarding either billing, account balances, refunds, certificate, plan’s details, product and services, coming through the different communication media available to them;
- Assess needs and addressing each request in a professional, friendly and timely manner (including appropriate customer follow-up);
- Use systems to gather information required to resolve each situation by providing complete information, to ensure First Contact Resolution;
- Track and monitor queries in the appropriate system;
- Update, when required, certificate details and follow up appropriately (type of coverage, amount of coverage, cancellation of certificates, beneficiary or coordinate updates, requests from Underwriting to cancel coverage as replacement of new, bulk updates and/or bulk cancellations);
- Deliver consistent, quality service to our clients, in respect with our processes, productivity and quality objectives (KPi’s);
- Raise and vet ideas and trends to promote continuous improvement;
- Maintain up to date knowledge products and services and attend appropriate development courses on an ongoing basis;
- Perform other related duties, as assigned.

**What you will bring**:

- Post-secondary education preferred
- 1 or more years of customer service experience, preferably within a call center, banking or insurance industry experience is considered an asset
- Exceptional active listening and great verbal and written communication skills
- The ability to explain decisions and practices clearly, concisely, and accurately in a respectful and empathic manner;
- Capacity to multitask in a fast-paced environment
- Thrives and promotes team work;
- Proactive and autonomous;
- Demonstrates interest for continuous learning
- Ability to adapt quickly and be comfortable with change
- Strong detail orientation;
- Oral and written bilingualism is required

**Why join?**:
When you’re a part of Securian Canada, you’re a member of an agile and innovative, high-performing, bright-thinking, make-things-happen culture - so that together, we can discover the art of possible.

At our company, we see your potential on day one and challenge you to grow your unique strengths as you create a career filled with opportunity, collaboration, and purpose.

You’ll also be part of a team that’s committed to diversity, equity, and inclusion, and who values diverse perspectives, so that you can be the person you want to be - both in, and outside, work.

Securian Canada offers a competitive total rewards program with a variety of perks and benefits, including:

- **Flexible work arrangements**with monthly financial allocations to support your work-life balance;
- **Generous**starting **paid vacation time**, plus additional vacation days for every year of service;
- Paid **volunteer day** so you can dedicate time to a cause you are passionate about;
- Paid **personal**and **wellness days** to support your total wellbeing;
- Educational assistance of **up to $3,500** a year (with approval from your manager);
- Flexible **health**and **wellness account**(in addition to comprehensive drug and dental coverage) to help pay for a wide range of wellbeing services that are meaningful to you;
- **Up to 14%**of combined contributions to the **RRSP matching** program;
- **Family-friendly** maternity/parental leave and,
- Many more benefits, perks and programs.

If you have at least 70% of the qualifications we're looking for, want to work in a fast-growing, leading and progressive company, and feel driven to help Canadians and their families build secure futures - we want to hear from you

**About Securian Canada**:
**Who we are - and who we’re here for**

We’re here for all Canadians and their families - however they define family. Our practical, life-ready insurance and protection solutions are designed to help provide financial security, so that Canadians can spend more time making every moment count.

For more than 65 years, we’ve been giving Canadians the confidence to face life’s uncertainties. With offices in Toronto, Montreal, Burnaby, Waterloo and Winnipeg, Securian Canada brings together strong local roots and expertise, a North American footprint, and a global perspective - all while innovating at the speed the markets we serve expect.

Together with our U.S. parent company, Securian Financial, we are a leading insurance provider in the Canadian Financial Institution and Association & Affinity markets. We offer insurance solutions built with genuine care - providing specialized experiences to those we serve.

**What we do every day to be our very best**

Every day at Securian Canada means a day spent helping Canadians and their families build secure tomorrows. We’re agile and innovative, and we aren't afraid to