Bilingual Customer Service Representative

2 weeks ago

Toronto, Canada RMA Inc. Full time

**Bilingual Customer Service Representative
RMA was founded in 1996. Its head office is in the financial district of Toronto, Canada with market representation in the United States. RMA is a member company of Truist Insurance, a division of Truist Financial Corporation.

RMA is a licensed Life and Health Agency with Property and Casualty Broker licenses throughout Canada. Its primary focus is to provide flexible and innovative ideas, technical expertise and customized solutions to leading insurance and reinsurance companies both in Canada and USA. Our team consists of actuaries, underwriters, claims and administrative specialists.

The role reports to the AVP, Operations in the Insurance Solutions Division which provides marketing and administrative support for multiple lines of business, across a variety of markets. Our team provides customized solutions for vendors and lenders, both retail and wholesale.

**What You're Responsible For**:

- Understand and resolve inquiries with customers regarding their insurance coverage.
- Determine satisfactory solutions to customer complaints.
- Offer outstanding customer service in a client service environment.
- Understand and resolve general inquiries from Distributors and Account Representatives.
- Process refunds which includes the calculation of the refund amount, preparation of a cheque requisition and cheque, creation and distribution of all refund correspondence.
- Provide claim forms to customers and log in the processing system.
- Forward completed claims forms to the Claims Administrator and log in the processing system.
- Cheque control/maintenance, which includes stop payment requests.
- Premium processing and certificate entry for all business received.
- Work with Distributors to resolve discrepancies involving rate tables and/or premium calculations.
- Assist in the compilation of monthly reports.
- Demonstrate knowledge of company products and principles of customer service.

**What You Bring to the Job**:

- Fluently bilingual in French and English
- Strong interpersonal and communication skills
- 2 years of experience in a customer service role
- Previous experience in the insurance industry an asset
- High School Diploma
- Intermediate proficiency in MS Office tools (Outlook, Word, Excel, Teams)
- Ability to juggle multiple tasks with multiple stakeholders
- Strong analytical and problem-solving skills
- AS400 knowledge is an asset
- Successful completion of the LLQP is an asset

RMA offers worksite flexibility including remote or hybrid work arrangements as part of its total rewards package. Our top priority is the health and safety of our teammates therefore, employees are required to be double vaccinated against COVID-19 as a condition of employment.

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