Senior Customer Service Representative - medical

Senior Customer Service Representative - medical sector

Department: Underwriting

Employment Type: Permanent - Full Time

Location: Burnaby, BC

Reporting To: Marilyn Bonneau

Compensation: $50,000 - $55,000 / year

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 challenge and create, or bring diverse perspectives to our work.

You are much more than a call centre representative: you are a trusted voice at key moments, often sensitive ones linked to medical contexts. In a bilingual environment (French and English), you support clients with clarity, empathy and accuracy.

In this role, your ability to understand medical contexts, ask the right questions, and analyse sometimes complex situations is essential to provide the right level of support, tailored to each case.

If you are a good listener with strong analytical skills, and you find meaning in helping others navigate complex situations, you will thrive within this team, where every interaction is an opportunity to make a real and positive impact.

Working hours: 8:30 a.m. to 5:00 p.m. (ET) on Monday, Tuesday and Friday, and 11:30 a.m. to 8:00 p.m. (ET) on Wednesday and Thursday.

The current work arrangement for this team is hybrid and includes occasional in‑office presence, approximately once per month.

The starting salary range for this position is between $50,000 CAD and $55,000 CAD, depending on experience. Details of our other benefits are provided below.

This posting is for an existing vacancy.

Only one position is available; however, it may be based in multiple locations:
Toronto (ON), Waterloo (ON), Burnaby (BC) or Montréal (QC).

• Complete insurance and medical questionnaires with clients so their insurability can be assessed;
• Handle client calls about insurance claims;
• Collect the information needed to analyze requests;
• Assess needs and addressing each request in a professional, friendly and timely manner;
• 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.

• Minimum of 2 years’ experience in customer service or within the medical sector
• Exceptional active listening skills and excellent verbal and written communication abilities
• Fluency in both French and English to communicate with clients across Canada
• Basic understanding of medical terminology (e.g. CLSC, medical secretary, patient care attendant, pharmacy staff, etc.)
• Ability to assess the importance and urgency of information received from clients
• Strong organisational skills with keen attention to detail
• Positive attitude and commitment to service quality
• Ability to remain calm under pressure
• Team player with a proven ability to collaborate effectively

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…