Hybrid Bilingual Representative, Customer Service

at Securian Canada

• Job title: Bilingual Representative, Customer Service
• Job type: Full Time
• Experience level: Junior
• Salary: CA$45,000 - CA$55,000 per year
• Degree requirement: Postgraduate Degree
• Location requirements: Hybrid, Montreal, Canada

About the role

• Bilingual Customer Service Representative offering quality assistance to clients at Securian Canada. Engaging in client service and managing inquiries, ensuring satisfaction with services provided.

Responsibilities

• Respond to customers or members with inquiries about billing, account balances, refunds, certificates, plan details, products, and services received via various communication channels;
• Assess needs and handle each inquiry professionally, courteously, and efficiently, while ensuring appropriate follow-up;
• Use internal systems to gather and provide all necessary information to achieve first-contact resolution;
• Track and record inquiries in the appropriate systems;
• Update certificate details when necessary and follow up appropriately (coverage type, coverage amount, certificate cancellations, updating beneficiaries or contact information, underwriting requests to cancel coverage and replace with a new one, mass updates and/or mass cancellations).
• Deliver consistent, high-quality service while following established processes and meeting productivity and quality objectives (KPIs);
• Share ideas and observations to support continuous improvement;
• Keep product and service knowledge current and participate in ongoing development training.

Requirements

• Post-secondary diploma (preferred);
• Minimum of one year of customer service experience; experience in a call center, banking environment, or insurance sector is an asset;
• Excellent active listening skills and strong oral and written communication;
• Ability to explain decisions and procedures clearly, accurately, and respectfully;
• Comfortable using multiple software applications and able to learn new tools quickly;
• Ability to multitask in a dynamic environment;
• Strong team-oriented mindset and collaborative attitude;
• Proactive, autonomous, and motivated by continuous learning;
• Adaptable and comfortable with change;
• Strong attention to detail;
• Bilingual (French and English) required.

Benefits

• Flexible work arrangements with monthly financial allowances to support your work–life balance;
• Generous paid time off at start, plus additional days off for each year of service;
• One paid volunteer day so you can dedicate time to a cause you care about;
• Paid personal and wellness days to support your overall well-being;
• Education assistance up to $3,500 per year (with manager approval);
• Flexible health and wellness account (in addition to comprehensive prescription drug and dental coverage) to help cover a wide range of wellness services that are important to you;
• Up to 14% combined contributions to the RRSP matching plan;
• Maternity/parental leave benefits for families;
• And even more benefits and programs.