Bilingual Service Support Representative

Imperial PFS Canada; Toronto; On-site; CAD 44,000 - 59,000; Full time

Benefits offered by this job

Paid training

Health and gym subsidies

RRSP with matching

Company culture events

Insurance benefits

Job summary

The Imperial PFS Canada team is seeking a Bilingual Service Support Representative to deliver Legendary service to agents and insured customers in a timely and accurate manner. The Bilingual Service Support Representative will process incoming correspondence regarding policy maintenance, acknowledgements, return mail and other Customer service requests on paper and electronically.

Written and verbal fluency in Quebecois French and English is required.

Qualifications

• 2 years customer service experience
• Minimum 1 year working in the financial or banking industry
• Written and verbal fluency in Quebecois French and English

Responsibilities

• Provide Legendary service to all Customer inquiries by responding promptly and thoroughly to all requests.
• Respond to telephone inquiries from insurance brokers, insurance carriers and insured Customers regarding premium finance accounts. Properly document call conversation on each specific account.
• Assist brokers with understanding and utilizing our financial products and services.
• Communicate internally with Sales, Collections, Service, and finance as appropriate.
• Make outbound calls and/or generate letters to obtain additional account information.

Skills

Customer service

Bilingual (French/English)

Communication skills

Problem-solving

Learner

Financial industry experience

Written and verbal communication

Education

Bachelor’s degree

Tools

Windows

Job description

• Getting started: We offer a comprehensive paid training program that will make you feel prepared and excited about your role.
• Staying healthy: Our Employee Assistance Program (for when you need confidential support) helps you keep an eye on short and long-term goals and any bumps that pop up along the way. We are also proud to offer subsidies to support your health and fitness goals by providing gym membership subsidies.
• Registered Retirement Savings Plan: (RRSP) with matching employer contributions.
• Company culture: Our Associates are the foundation of our company and we want you to enjoy working here! With company lunches, corporate outings, and even the occasional ice cream truck, you never know what will pop up to make your day.
• Peace of mind: Our insurance benefits include medical, prescription, dental, vision, group term life, AD&D, private duty nursing, paramedical services, and much more!

JOB SUMMARY:

The individual performing in this role will be responsible for providing Legendary service to agents and insured Customers in a timely and accurate manner. The Bilingual Service Support Representative will process incoming correspondence regarding policy maintenance, acknowledgements, return mail and other Customer service requests on paper and electronically. Written and verbal fluency in Quebecois French and English is required.

The annual compensation range for this position is $44,000 - $59,000 CAD

KEY RESPONSIBILITIES:

• Provide Legendary Service to all Customer inquiries (external and internal) by responding promptly and thoroughly to all requests.
• Respond to telephone inquiries from insurance brokers, insurance carriers and insured Customers regarding premium finance accounts. Properly document call conversation on each specific account.
• Assist brokers with understanding and utilizing our financial products and services.
• Communicate internally with Sales, Collections, Service, and finance as appropriate.
• Make outbound calls and/or generate letters to obtain additional account information.
• Forward requests to management to prevent imminent cancellation of policies by analyzing insured payment history and agency production.
• Request generation of manual notices in the absence of system-generated notices.
• Appropriately route requests for research and resolution of account transaction issues.
• Process return mail.
• Develop and maintain knowledge of tools used by our Customers, including our website, and available payment options. Effectively communicate the applicable features and benefits and provide training on their usage.
• Be knowledgeable of IPFS Best Practices and review procedural changes to ensure compliance with the organizations policies and procedures.
• Other duties as assigned.

REQUIRED SKILLS:

• 2 years Customer service experience, preferably in a call center environment
• A minimum of 1 year working in the financial or banking industry
• Computer proficient in a Windows-based environment
• Strong speaking and written communication skills
• Bilingual (FRENCH and English)
• Strong business office knowledge and skills
• Knowledge of the Insurance industry is preferred
• Very strong communication and business skills
• Proven problem-solving expertise
• Excellent organization and multi-tasking abilities
• Ability to quickly learn new systems and procedures
• Exceptional customer service and contact management skills
• Positive attitude, highly motivated, ability to work independently in a team environment
• Written and verbal fluency in Quebecois French and English
• Position can be located in Vancouver or Toronto

EDUCATION QUALIFICATIONS:

A completed bachelor’s degree from an accredited university or a combination of post-secondary education and work experience