Customer Service Representative

We are seeking a Bilingual Customer Service Representative to join our Coughlin team in Ottawa, Ontario.

The Bilingual Customer Service Representative primarily answers telephone and walk-in inquiries and corresponds with members of various plans on such matters as coverage, enrollments, terminations, beneficiaries, etc. The Customer Service Representative also provides assistance in the administrative services to the Single
- and Multi
- Employer Plans and does so in such a way as to enable the smooth operation and administration of the plans.
**The Customer Service Representative will**:

- Adding, changing, and deleting data pertaining to coverage and member information in database systems.
- Preparing/verifying/printing reports, correspondence, and related documents as required.
- Clarifying information in insurance contracts and booklets.
- Consulting rate code manuals, customer service guides, procedural summaries, or operating manuals to determine the best course of action. Communication/Liaison
- Responding to members or other external contacts in a prompt, efficient, and courteous manner at all times.
- Preparing correspondence using company standard templates for members.
- Explaining coverage in place for members.
- Preparing and mailing out forms, and related documents as required by members.
- Clarifying information with senior team members.
- Restricting access to confidential information pertaining to the company and its stakeholders.
- Informing the senior team members of any issues which arise out of the course of daily work.
- Electronic data and document maintenance to include scanning, faxing, filing, destroying, photocopying, data entry and any processes required to prepare documents for these actions.
- Verifying work and data in the scope of the position for accuracy and completion, including routine audits.
- Prioritizing work to ensure effective time management.
- Maintaining the company’s Time Information Management System by reporting time spent on tasks required to carry out the duties of this position.
- Maintaining procedure manuals, including documenting new procedures and updating current procedures.

The Customer Service Representative may be required to assist with other department work when and as requested.

**To be successful as a Bilingual Customer Service Representative with Coughlin, you will need**:

- The Bilingual Customer Service Representative requires a post-secondary diploma in a related field or equivalent training acquired from a combination of relevant work experience and education.
- At least 1 year of related work experience in a customer service setting is expected.

**The Bilingual Customer Service Representative must possess**:

- The ability to maintain good public relations, both within and outside the organization.
- A demonstrated ability to provide excellent customer service in a fast-paced environment. - Sound knowledge of Microsoft Office and standard office administration procedures. Excellent grammatical, spelling, and communication skills in both official languages (English & French).
- The demonstrated ability to learn and master new software and technology.
- Superior data entry skills and strong mathematical and reconciliation skills.
- Strong organizational skills, the ability to prioritize and multi-task, and the ability to manage time effectively.
- The ability to adhere to existing company policies and procedures.
- The ability to use tact and discretion to maintain information in the strictest of confidence.
- Experience in the benefits and/or insurance industry. (Asset)
- The Customer Service Representative is responsible to work extended hours as requested or as required to meet the job demands, and must agree to do other duties as assigned by the manager.

**What’s in it for you**:

- Learn by working alongside our experts
- Extended health care and dental benefits
- A retirement savings plan with company contributions
- A suite of Health & Wellness offerings
- Mental Health programs and support for you and your family
- Assistance for the completion of industry designations
- Competitive compensation

Coughlin & Associates Ltd. is a premier independent firm specializing in group benefits and pension consulting and administration. With offices in Ottawa and Winnipeg, we provide comprehensive services to a wide range of clients, including corporations, unions, and public service organizations across Canada.