Bilingual (Spanish) Participant Service Centre Representative
About The Position
Accurately and thoroughly handle increasingly complex client service requests at initial point of contact. Provide information and insight on insurance, group benefit, retirement or banking products the member/policy holder may have, typically related to coverage, benefits payments, follow up on outstanding information requests or policy features. Effectively use multiple administrative systems to resolve inquiries, within the defined service standards. Assist customers with the completion of appropriate forms and other policy requirements. Respond to customer inquiries on insurance/investment policies and claims. Take a proactive role in identifying and reporting areas of continuing client concern (trends) and make recommendations to help develop and implement strategies to resolve the issues in order to improve the service experience. Recommend client-centered resolutions to issues and identify and initiate exceptions within guidelines. Identify opportunities and make recommendations to improve operational processes and practices. Responsible for contributing to a strong collaborative team and building customer working relationships while providing excellent customer service. Keep current with company policies, procedures and processes. Meet expectations relative to productivity, accuracy and service excellence. Process transactions on behalf of clients if/when required.
Requirements
- Customer service focus and skills
- Ability to build positive relationships between customer/company
- Commitment to achieving high levels of service excellence
- Ability to work independently or with minimal direction, within a team
- Excellent communications skills (verbal and written) in English and/or French/Spanish
- Analytical and problem-solving skills
- Assuming responsibility and taking ownership until resolution
- Knowledge of our business policies, procedures and concepts
- Ability to effectively organize, prioritize and multi-task
- Attention to detail
Nice To Haves
- Post-secondary education with industry certification is preferred or equivalent work experience
Responsibilities
- Handle increasingly complex client service requests at initial point of contact.
- Provide information and insight on insurance, group benefit, retirement or banking products.
- Effectively use multiple administrative systems to resolve inquiries within defined service standards.
- Assist customers with the completion of appropriate forms and other policy requirements.
- Respond to customer inquiries on insurance/investment policies and claims.
- Take a proactive role in identifying and reporting areas of continuing client concern (trends) and make recommendations to help develop and implement strategies to resolve the issues.
- Recommend client-centered resolutions to issues and identify and initiate exceptions within guidelines.
- Identify opportunities and make recommendations to improve operational processes and practices.
- Contribute to a strong collaborative team and build customer working relationships while providing excellent customer service.
- Keep current with company policies, procedures and processes.
- Meet expectations relative to productivity, accuracy and service excellence.
- Process transactions on behalf of clients if/when required.
Benefits
- Competitive salary and benefits packages
- Growth trajectory that extends upward and outward, encouraging you to follow your passions and learn new skills
- Focus on growing your career path
- Flexible work policies and strong work-life balance
- Professional development and leadership opportunities
- Health, dental, mental health, vision, short- and long-term disability, life and AD&D insurance coverage
- Adoption/surrogacy and wellness benefits
- Employee/family assistance plans
- Retirement savings plans (including pension and a global share ownership plan with employer matching contributions)
- Financial education and counseling resources
- Generous paid time off program in Canada includes holidays, vacation, personal, and sick days
- Full range of statutory leaves of absence
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
