[Remote] Bilingual Customer Service Representative

Note: The job is a remote job and is open to candidates in USA. Securian Canada is dedicated to helping Canadians and their families build secure tomorrows. The Bilingual Customer Service Representative is responsible for providing accurate and prompt responses to customer inquiries regarding policy transactions and insurance products, while enhancing customer loyalty.

Responsibilities

• Provide accurate, prompt and quality response to telephone customer inquiries regarding policy transactions or other inquiries regarding our insurance products
• Answer all customer questions concerning benefits, provisions, billing, options and allowable contractual changes
• Respond to customer requests within the service, quality and performance standards determined by the department
• Able to provide accurate and prompt response to telephone and written customer inquiries using automated system
• Research and process customer inquiries and transactions using the appropriate Company systems, databases, product manuals and other appropriate reference material
• Maintain knowledge of policy contracts, including additional benefit riders, provisions provided, the features and benefits of each contract, processing procedures and governmental regulations, so that customer inquiries can be answered accurately
• Reads and understands all Bulletins and Alert notifications
• Identifies and alerts management to changes/delays/possible errors and unexpected service requests
• Provides information and adjusts coverage to retain business and enhance customer loyalty
• Performs other duties as assigned

Skills

• 1 year related-working experience in a customer sales and service environment
• Fluent in both French and English
• Excellent verbal and written communication skills with ability to influence customer attitudes/behaviours
• Strong analytical and listening skills required to clearly articulate product features and benefits/values to customers
• Ability to work well independently as well as part of small teams
• Possess a continuous improvement mentality
• A reliable internet access is required to perform this role
• Familiarity with business/insurance practices and principles- LOMA courses an asset
• 1-2 years' sales experience
• Previous experience working in a contact centre environment strongly preferred
• Previous experience providing services via live chat, social media and email would be an asset

Benefits

• Flexible work arrangements with monthly financial allocations to support your work-life balance
• Generous starting paid vacation time, plus additional vacation days for every year of service
• Paid volunteer day so you can dedicate time to a cause you are passionate about
• Paid personal and wellness days to support your total wellbeing
• Educational assistance of up to $3,500 a year (with approval from your manager)
• Flexible health and wellness account (in addition to comprehensive drug and dental coverage) to help pay for a wide range of wellbeing services that are meaningful to you
• Up to 14% of combined contributions to the RRSP matching program
• Family-friendly maternity/parental leave
• Many more benefits, perks and programs

Company Overview