Hybrid Bilingual Representative, Customer Service

at Securian Canada

• Job title: Bilingual Representative, Customer Service
• Job type: Full Time
• Experience level: Junior
• Salary: Not specified
• Degree requirement: Postgraduate Degree
• Location requirements: Hybrid, Montreal, Canada

About the role

• Customer Service Representative providing consistent service to clients through various communication channels. Ensuring professional handling of inquiries and maintaining knowledge of products and services.

Responsibilities

• Respond to customer or member inquiries regarding billing, account balances, refunds, certificates, plan details, products and services received through various communication channels;
• Assess needs and handle each request professionally, courteously and efficiently, while ensuring appropriate follow-up;
• Use internal systems to gather and provide any necessary information to ensure first-contact resolution;
• Track and record requests in the appropriate systems;
• Update certificate details when necessary and ensure appropriate follow-up (type of coverage, coverage amount, certificate cancellations, updating beneficiaries or contact information, underwriting requests to cancel coverage in replacement of a new one, bulk updates and/or bulk cancellations);
• Deliver consistently high-quality service, adhering to established processes as well as productivity and quality objectives (KPIs);
• Share ideas and observations to support continuous improvement;
• Keep product and service knowledge up to date and participate in ongoing development training.

Requirements

• Post-secondary diploma (preferred);
• Minimum of one year of customer service experience; call center, banking or insurance experience is considered an asset;
• Excellent active listening skills as well as strong verbal and written communication skills;
• Ability to explain decisions and procedures clearly, accurately and respectfully;
• Comfortable using multiple software applications and able to learn new ones quickly;
• Ability to manage multiple tasks simultaneously in a fast-paced environment;
• Strong team orientation and collaborative attitude;
• Proactive, self-directed 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 starting paid time off, plus additional days off for each year of service;
• One paid volunteer day so you can spend time on a cause you care about;
• Paid personal and wellness days to support your overall well-being;
• Education assistance of up to $3,500 per year (subject to 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 matter to you;
• Up to 14% combined contributions to the RRSP matching program;
• Maternity/parental leave for families;
• Additional benefits and programs.