Bilingual (Fr/En) Customer Service Representative, Creditor Underwriting
About The Position
We are currently hiring a Customer Service Representative to join our Creditor Underwriting Call Centre team. In this role, you will handle inbound and outbound calls with applicants to collect medical information and complete standardized medical questionnaires. Accuracy, professionalism, and comfort with medical terminology are critical, as the information you gather directly supports underwriting decisions. This position is well suited to someone who enjoys working in a structured call‑centre environment, follows defined processes, and is confident discussing medical information with empathy and clarity.
Requirements
- Bilingualism (fluent in French and English) required, as the position will regularly serve our clients with English and French-speaking need
- Experience in a call centre, healthcare, insurance, or other structured phone‑based role
- Medical terminology knowledge (course completed or currently in progress is required)
- Comfort discussing medical information clearly, accurately, and sensitively over the phone
- Strong listening skills and the ability to follow structured questionnaires and scripts
- Excellent attention to detail and high‑accuracy data entry and keyboarding skills
- Ability to work in a fast‑paced, highly structured environment
- Professional judgement and a strong commitment to confidentiality
- A positive, collaborative approach to working with applicants and internal partners
- Reliability Status Security Clearance – this can only be completed with candidates who receive an offer of employment. This is a personal security status that is required as a condition of employment before an employee can gain access to Protected B information, assets or work sites as outlined by the Government of Canada website. The cost of submitting these checks will be covered by Canada Life
Responsibilities
- Manage a high volume of inbound and outbound calls in a call‑centre setting
- Speak with insurance applicants over the phone to obtain medical information using guided questionnaires
- Accurately document medical disclosures using approved systems and workflows
- Process creditor insurance applications in accordance with underwriting requirements
- Work closely with underwriters to request or clarify additional medical information
- Maintain confidentiality and handle sensitive medical information with care and professionalism
- Meet established performance expectations, including quality, productivity, and schedule adherence
- Provide a respectful, inclusive, and supportive experience for all applicants
Benefits
- Career Development: Opportunities for career advancement, access to industry-leading learning programs and up to $2,000 annually towards education reimbursement.
- Health & Wellness: Flexible health and dental benefits, plus a $5,000 mental health benefit to support your well-being.
- Time Off: In addition to regular vacation and personal days, we support community involvement with a volunteer day.
- Financial Security: Company-matching pension plan, share ownership program and additional investment options.
- Rewards and Recognition: Employee recognition programs, service milestone celebrations, employee discounts and more!
- Emphasis on Community: We provide a workplace where employees feel connected and supported through Employee Resource Groups (ERGs), mentorship programs, social clubs and events.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
