Bilingual Customer Service Representative - Group and Individual Insurance

Job description

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Bilingual Customer Service Representative - Group and Individual Insurance based in Canada.** As a Bilingual Customer Service Representative, you will support members across Canada by providing responsive, thoughtful, and solutions-oriented service. You will handle customer inquiries through phone and email while helping members navigate their insurance-related needs. The role combines strong communication, problem-solving, attention to detail, and technical aptitude in a dynamic contact center environment. You will use multiple applications and resources to understand customer needs and provide accurate solutions. Extensive paid training and ongoing support will help you build the knowledge and confidence needed to succeed. This is a permanent, full-time remote opportunity with weekday schedules, no overnight shifts, and meaningful opportunities for career development. ### Accountabilities: - Provide a high level of customer service to members across Canada by responding to inquiries professionally, clearly, and empathetically through phone and email. - Listen carefully to members, understand their needs, investigate issues, and identify effective solutions while maintaining a positive and helpful approach. - Navigate multiple systems and applications efficiently while supporting customers, ensuring that information is accurate and interactions are handled in a timely manner. - Communicate clearly and concisely with members in both English and French, adapting communication appropriately to the customer and situation. - Apply strong attention to detail when reviewing customer information, processing requests, documenting interactions, and resolving issues. - Work collaboratively within a team environment while also demonstrating the independence required to manage responsibilities effectively in a remote setting. - Participate fully in the organization's extensive paid virtual training program and continuously build knowledge and skills related to customer service, insurance, systems, and processes. - Contribute to a supportive and solutions-focused team culture by sharing knowledge, learning from colleagues, and maintaining a consistently positive approach to customer interactions. ### Requirements - Be fluent in both English and French, with strong written and spoken communication skills in both languages; bilingual proficiency is required for this position. - Have a high school diploma, with post-secondary education or equivalent experience considered an asset. - Bring strong customer service skills and a genuine interest in helping people, with the ability to remain friendly, patient, and solutions-oriented when addressing customer needs. - Demonstrate excellent verbal and written communication skills, with the ability to explain information clearly and professionally through both phone and email. - Possess strong problem-solving abilities and the capacity to quickly understand customer needs, investigate issues, and determine appropriate solutions. - Demonstrate strong attention to detail and the ability to remain accurate and organized while working in a dynamic environment. - Have strong technical aptitude and be comfortable navigating multiple applications and systems simultaneously while assisting customers. - Demonstrate the ability to work independently in a remote environment, including maintaining focus and productivity while using a computer and headset for extended periods. - Have at least 2 years of contact center experience if possible, as previous experience in this environment has been associated with success in the role. - Be adaptable, dependable, team-oriented, and comfortable learning new information and processes through structured training and ongoing development. - Maintain a secure remote workspace with a private area, locked door, secure perimeter, quiet environment, and no conflicting responsibilities during scheduled working hours. ### Benefits - Competitive annual base salary ranging from **CAD $40,254 to $45,285**, depending on relevant knowledge, skills, qualifications, experience, and education or training. - Eligibility for performance-based incentive programs, with awards determined by individual and organizational results. - Permanent, full-time employment with opportunities for career growth within an established organization. - Fully remote work arrangement for eligible employees across participating Canadian provinces, supporting flexibility and work-life balance. - Monday-to-Friday schedules with shifts ending by 9:00 PM Atlantic Time, with **no overnight or weekend shifts**. - Paid virtual training from Monday to Friday, 8:00 AM to 4:30 PM Atlantic Time, beginning on the first day. - After training, 7.5-hour evening shifts scheduled within operating hours of 8:00 AM to 9:00 PM Atlantic Time, Monday through Friday. - Twice-yearly shift bidding, subject to business needs, allowing employees to select from available alternative schedules based on seniority. - Comprehensive health, vision, and dental coverage that is **100% employer-paid from the first day**. - A **100% employer-matched Defined Contribution Pension Plan**. - Paid vacation, plus a gifted additional week of vacation during the first year and an optional Vacation Purchase Program. - Opportunities for personal learning, professional development, and career advancement. - A supportive workplace culture focused on employee wellbeing, inclusion, belonging, and long-term growth. - A meaningful opportunity to support members across Canada while contributing to services that can positively impact people's lives.