Bilingual Customer Service Representative - Claims Management Services (CMS)

Bilingual Customer Service Representative - Claims Management Services (CMS)

We're looking for a Bilingual Customer Service Representative - Claims Management Services (CMS) to join our growing team!

This role is located in St. John's, NL/Dieppe, NB/Dartmouth, NS and Mississauga, ON.

What you'll do here:

• Be a subject matter expert on our policies, products, services, and initiatives.
• Answer inquiry and new claims calls on an inbound queue while applying your knowledge, problem-solving skills and making on-the-spot decisions to move requests forward.
• Accurately and clearly document files to reflect conversations and actions taken on claims.
• Willingness to initiate difficult conversations with empathy and clarity regarding policy, insurance coverage, or operational challenges.
• Ensure that daily call centre metrics are met while taking a high volume of inbound calls.
• Provide quality customer service, maintaining low hold times, and documenting files in a clear and concise manner.
• Execute multiple tasks aligning with changing priorities and time-sensitive deadlines
• This is a fast-evolving environment, and other ad hoc duties could be assigned to you.

What you bring to the table:

• Living the Intact Values: Integrity, Respect, Customer-driven, Excellence and Generosity with customers, peers, and vendors is vital.
• Customer service and sales experience preferred.
• Bilingual in English and French is required.
• Insurance experience is considered an asset.
• Self-motivated, resourceful, and resilient to overcome various situations is essential.
• Superior organizational skills, results-oriented, and agility to navigate an environment where you must think on your feet.
• Excellent listening and communication skills with the ability to foster strong working relationships.
• Must be flexible to work 35 hours a week during our business hours of operation: Monday to Friday 8:00 am to 8:00 pm EST, 8:00am to 5:00pm EST on Saturdays and Statutory holidays.
• No Canadian work experience required however must be eligible to work in Canada.

This role is eligible for a referral bonus.