Bilingual Spanish Service Center Representative

Provide insurance policy and service guidance to customers in both Spanish and English. This remote, multi-channel position is centered on inbound phone support, with email and chat responsibilities as business needs require, and involves account servicing, problem-solving, and coordination with internal teams.

• Respond to questions about insurance coverage, policy language, billing, payments, complaints, and online account access.
• Explain options clearly in Spanish and English and help customers use online and self-service tools.
• Process policy updates and payment requests, maintain customer records, and document interactions accurately.
• Support people through sensitive situations, including grief or distress, with patience and professionalism.
• Investigate matters that cannot be resolved during the initial contact, coordinate with other teams, and follow up with customers.
• Work toward service quality, accuracy, productivity, customer satisfaction, and schedule expectations; contribute to team improvements and assist with colleague training when needed.

• 3-5 years of customer service experience and a demonstrated focus on service quality.
• Strong Spanish and English communication skills for speaking with customers and explaining insurance concepts.
• Experience managing high-volume inbound phone work and meeting performance targets.
• Empathy, flexibility, sound judgment, and professionalism in complex or emotionally difficult conversations.
• Confidence using several computer systems at once, including customer relationship and service tools; ability to troubleshoot and learn new technology.

• Experience in a contact center or financial services environment.

• Fully remote within the province where the employee resides, with scheduled shifts, structured training, and ongoing coaching.
• Listed offerings include health, dental and well-being coverage, retirement contributions, paid vacation, learning opportunities, and a paid volunteer day; some may apply only to certain employment statuses.