Bilingual Customer Service Associate

Responsibilities

• Handle inbound customer inquiries via phone and email with professionalism and empathy
• Provide exceptional service by thoroughly explaining benefit coverage, ensuring customer satisfaction, and building strong rapport
• Open and manage insurance cases, guiding clients through their service needs with care and efficiency
• Anticipate customer needs by providing relevant solutions and staying updated on product and policy updates
• Accurately enter and research customer data, enter customer information into software, interpret policies, and initiate claims as needed
• Send claim forms, answer claims status questions, and resolve policy inquiries
• Provide pre-trip assistance, answer related questions, and interpret policies to clarify benefits and limitations
• Assist clients in navigating pertinent websites for online content and claim submission
• Administer and enforce client confidentiality regarding Canada’s Personal Information Protection and Electronic Document Act
• Work effectively in an environment shaped by artificial intelligence (AI), machine learning, data analytics and cloud-based tools, using insights responsibly with our standards of data governance, security and ethical use

• Post-secondary education or equivalent work experience
• Flexibility to work a rotating schedule between 6:30am and 12:30am Eastern Time
• Experience in a customer service call center environment is highly preferred
• Excellent communication skills, both verbal and written
• Strong multi-tasking abilities, including typing while engaging with customers
• Proven problem-solving skills and the ability to use initiative and independent judgment
• Superb customer service skills, strong customer focus, and commitment to customer satisfaction
• Fluency in French is required for this role

Demonstrates exceptional customer service skills with a strong focus on client satisfaction, effective communication, and the ability to navigate complex insurance policies. Proficient in managing customer inquiries and utilizing data analytics and cloud-based tools to enhance service delivery.

• Data Entry
• Claims Processing
• Policy Interpretation
• Customer Data Research
• Insurance Case Management

• Empathy
• Initiative
• Judgment
• Flexibility

• Customer Inquiries
• Benefit Coverage
• Client Confidentiality
• Personal Information Protection
• Call Center Environment

• Cloud-Based Tools
• Data Analytics Software
• AI Tools