Bilingual Customer Service Representative

ARAG Services Corporation; Toronto; On-site; CAD 42,000 - 54,000; Full time

Benefits offered by this job

Base salary + bonus

Benefits plan with RRSP matching

Paid vacation and personal days

Job summary

ARAG Legal Solutions Inc., based in Toronto, seeks a Bilingual Customer Service Representative to handle policy inquiries, claims assistance, and general support in a non-sales role.

The role requires bilingual English and French, 2 years of call center experience in insurance, and willingness to be onsite for an initial three-week training with a potential move to a hybrid schedule.

Qualifications

• Bilingual English and French required (written and verbal).
• 2 years of call centre or customer service experience.
• Experience in insurance or financial services preferred.
• Strong verbal communication and active listening.

Responsibilities

• Handle inbound and outbound calls about policy inquiries and claims.
• Document interactions in CRM with accuracy and clarity.
• Provide information in line with policies and regulations.
• Meet performance metrics including call handling time and CSAT.
• Collaborate with underwriting and claims teams to resolve issues.

Skills

Bilingual English/French

Customer service

Call center experience

Excellent communication

Education

High school diploma

Post-secondary asset

Tools

CRM software

Microsoft Office

Job description

Please note the location of this position must be based in the Greater Toronto Area.

Bilingual Customer Service Representative

As part of our strategy to expand and strengthen our presence across Canada, we are looking for a Bilingual Customer Service Representative in Toronto.

Reporting to the Contact Centre Manager, the Bilingual Customer Service Representative will serve as the first point of contact for customers. This role will handle inbound and outbound calls related to policy inquiries and information, claims assistance, and general support. This role will not be handling sales. This role is for a current vacancy.

Please note due to the nature of the position this role will need to be onsite five days a week for the initial mandatory three-week paid training and three-month probation period, with the possibility of a transition to a hybrid schedule afterwards.

Schedule: Applicants must be available Monday to Friday, 8:00 AM – 8:00 PM EST, and will be offered the following shift options: 8:00 AM – 4:00 PM and 12:00 PM – 8:00 PM.

What Will You Do?

• Respond to customer queries regarding insurance policies, coverage, and claims promptly and professionally.
• Make outbound calls for follow-ups, policy renewals, or to provide additional information.
• Document all interactions in our CRM system with precision and clarity.
• Provide clear and accurate information in compliance with company policies and industry regulations.
• Handle complaints and difficult situations calmly and efficiently, escalating complex issues when appropriate.
• Work closely with internal teams (underwriting, claims, etc.) to resolve customer issues.
• Meet performance metrics including call handling time, customer satisfaction, and first-call resolution.
• Respond to inbound customer calls in a timely and professional manner.

About You:

• Bilingual in both English and French is required (written and verbal).
• High school diploma or equivalent; post‑secondary education is an asset.
• 2 years of previous experience in a call centre or customer service role, preferably within the insurance or financial services industry.
• Strong verbal communication and active listening skills.
• Ability to work efficiently in a fast‑paced environment.
• Comfortable with using computer systems and customer management software.
• Professional, courteous, and empathetic approach to customer interactions.

We Offer:

• Competitive Base Salary including annual bonus plan
• Generous Employer Paid Benefits Plan, including RSP matching & Fitness Credit
• Paid Vacation Days and Personal Days

ARAG Legal Solutions Inc., part of the ARAG Group, is a global leader in legal expense insurance operating in19 countries offering an innovative and comprehensive range of legal expense products and services for brokers, underwriting agents and insurers across Canada. For more information about ARAG Canada please visit: www.arag.ca/en/

We are an Equal Opportunity Employer

ARAG Legal Solutions Inc., are proud to be an equal opportunity workplace and employer. We are committed to equal employment opportunity regardless of citizenship, race, place of origin, ethnic origin, colour, ancestry, disability, age, creed, sex/pregnancy, family status, marital status, sexual orientation, gender identity, gender expression, receipt of public assistance (in housing) and record of offences (in employment).

ARAG Legal Solutions Inc., is committed to providing employment in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). Any assessments and selection materials or processes used during the recruitment process will be available in an accessible format to applicants with disabilities, upon request. If contacted for an interview, please advise the Human Resources Manager if you require disability-related accommodation.