Client Care Representative - Bilingual (English/French)

Equitable

2d•Remote

About The Position

At Equitable, we believe great things happen when we work together. We’re a Canadian mutual company driven by purpose - putting people first and helping Canadians protect today and prepare for tomorrow. If you’re passionate about making a difference and growing your career in an inclusive and collaborative environment, we’d love to hear from you. Our culture is built on care, passion and curiosity. We put people above all else, strive to be our best and welcome new ideas to deliver positive outcomes. At Equitable, our Client Care Representatives are subject matter experts in all aspects of our Health and Dental products and can quickly answer questions and resolve different problems for our customers. We provide you with extensive training to ensure that you are equipped with the knowledge to assist and educate our clients with their varying needs, without having to sell them on a solution – that’s right, none of that dreaded upselling! Here at Equitable, we ensure that some of your time is spent away from the phones. This time allows for side projects and other initiatives that can bring tremendous growth to our organization. Join one of the region’s top employers and be part of something that truly makes a difference.

Requirements

Fluency in both French and English is required, including the ability to speak, read, and write proficiently in both languages.
Previous experience in a phone-based customer service role is required.
Superior interpersonal skills to manage relationships with internal and external clients.
Excellent listening skills to facilitate positive outcomes with inquiries and difficult callers.
Ability to handle high stress levels in a fast-paced production environment.
Excellent verbal and written communication skills.

Nice To Haves

Previous experience in an insurance company, group benefits role, or a related medical field is preferred.

Responsibilities

Act as a brand ambassador, providing excellent customer service to internal and external customers (plan members, medical providers, and regional sales and service offices).
Take ownership for effectively resolving health and dental related inquiries using a thorough knowledge of group benefits.
Demonstrate expertise and accountability in resolving customer issues.
Handle incoming telephone calls and respond to email inquiries.
Use investigative skills to work with the Fraud Investigations team by referring suspicious claims and alerting the department to any potential fraud-related findings.