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Bilingual Claims Associate

Apply Location Toronto, Ontario Requisition Number R-89593

As a Bilingual Call Center Operations Associate, we provide a service to someone in need, protecting what matters most during a difficult period.  Operations Associates will respond to inquiries from customers on a daily basis, will build rapport and work to process and efficiently resolve customer inquiries while striving to meet and exceed performance expectations.

Primary Job Accountabilities/Responsibilities:

  • Handles incoming calls, answers inquiries, resolves problems and educates customers through multiple channels in a high-volume environment while providing an excellent customer experience.

  • Acknowledges and resolves customer complaints.

  • Maintains a positive, empathetic and professional attitude toward customers at all times.

  • Uses systems and multiple programs for tracking, information gathering, and documenting customer interactions accurately

  • Generally works in one functional area but may rotate areas for familiarization with broader activities.

  • Strong attention to detail required to accurately enter information into systems and capture efficient notes of customer interactions.

  • May be required to adjudicate claims and service requests ensuring all required documentation is provided and program requirements met.

  • Educates customers on the benefits of their plan and may be required to provide a retention effort.

  • Ability to multi-task in fast paced customer focused environment.

  • Is responsible for attending and adhering to scheduled shifts and breaks.

  • Demonstrates shift flexibility to support the business as required

  • Meets and strives to exceed performance expectations.

  • Utilizes tools, resources and systems to process customer requests and provide accurate information.

  • Demonstrates strong communication skills, independence, professionalism and efficiency.

Basic Qualifications Required - Experience, Skills, and Knowledge:

  • High School Diploma

  • Bilingual French

  • Proficient keyboarding skills, familiarity with basic computer applications (MS Excel, MS word, Internet Explorer) and ability to multi-task multiple screens, web pages and programs

  • 1 year of related experience, 1 year of customer service experience

Preferred Experience, Skills, and Knowledge:

  • 2 years customer service experience

  • College or University Diploma an asset

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Meet Our People

Ignacio D. - Senior Operations Analyst

Whether I'm working with people in Argentina or Chile or Miami, we all feel like we're part of the same company. And within my own group, we share ideas and analyze as a team - and drive for change, for improvements. We'll show each other how we do things and lend advice.

I also enjoy the focus on work-life balance - in the workplace, we're offered exercise classes or stretching classes with a trainer, for example. I've had the flexibility to take classes and training. And, we have the opportunity to give back to the community through events held throughout the year.