Customer Service Representative – Insurance (call Center)

Customer Service Representative – Insurance (Call Center)

Hybrid insurance operations role supporting billing inquiries, account analysis, and customer service in a high-volume contact center environment. Responsibilities include resolving billing discrepancies, assisting brokers and customers, handling 70+ calls daily, and using office and web-based systems to deliver accurate account support.

What is in it for you:

• Hourly salary of $19.15.
• Full-time position of 37.5 hours per week.
• Monday to Friday within contact center hours between 8:00 am and 8:00 pm.
• 4-month contract with the potential for permanent employment.
• Hybrid work arrangement with both on-site and remote work.
• Initial training is completed fully on site for approximately two weeks.

Responsibilities:

• Provide high-quality service to customers and brokers by responding to billing inquiries in a professional, timely, and courteous manner.
• Investigate and resolve billing discrepancies in collaboration with brokers and underwriting teams.
• Act as an ambassador for the organization by supporting inbound insurance or claims-related inquiries and directing customers to the appropriate internal teams.
• Communicate clearly and empathetically with customers through phone and email while explaining available programs and services.
• Identify customer needs accurately and respond with appropriate solutions and guidance.
• Gather relevant information systematically to ensure smooth and efficient customer interactions.
• Take ownership of customer issues and follow through to resolution.
• Manage a high volume of inbound calls daily, typically handling 70 or more calls per day while maintaining service quality standards, with top performers managing up to 100 calls daily.
• Adapt to evolving processes, systems, and operational requirements within a fast-paced environment.

What you will need to succeed:

• Post-secondary education in accounting, finance, business administration, or a related field.
• 1–3 years of customer service or administrative experience, preferably within a call center or contact center environment.
• Strong problem-solving skills with the ability to analyze and resolve customer concerns efficiently.
• Knowledge of French is considered an asset.
• Excellent telephone etiquette and professional written communication skills for email correspondence.
• Strong interpersonal and customer service skills with the ability to communicate clearly and supportively.
• Ability to multitask effectively in a fast-paced operational environment.
• Strong adaptability and willingness to work in an evolving business environment.
• Proficiency with Microsoft Office tools including Word and Excel, as well as web-based systems and Windows applications.
• Demonstrated reliability with strong attendance and punctuality.
• Flexibility with working hours based on operational needs within contact center hours.
• Previous experience in a similar customer service or support role is considered an asset.

Why Recruit Action?

Recruit Action (agency permit: AP-2504511) provides recruitment services through quality support and a personalized approach. As part of the screening process, some applications may be reviewed using artificial intelligence tools. Only candidates who meet the hiring criteria will be contacted.