Care Team Representative (English/French Bilingual)/Représentant de l'équipe d'assistance

Sedgwick; Quebec; On-site; CAD 40,000 - 55,000; Full time

Job summary

A leading service provider is seeking a Care Team Representative who is bilingual in English and French. This role involves providing outstanding support to customers regarding claims processing, displaying empathy, and educating callers about the necessary documentation and procedures. Ideal candidates should have strong communication and organizational skills, with at least one year of customer service experience. The company promotes a work-life balance and is dedicated to the growth of its employees.

Qualifications

• One year customer service experience or equivalent is required.
• Inbound call center experience preferred.

Responsibilities

• Provide excellent service displaying empathy to callers regarding claims.
• Acts as primary liaison with callers from multiple client accounts.
• Educates customers about documentation required to file/process a claim.

Skills

Excellent verbal and written communication skills

PC literate, including Microsoft Office products

Strong organizational skills

Good interpersonal skills

Ability to multi-task in a fast-paced environment

Ability to work in a team environment

Education

High school diploma or GED

Job description

Care Team Representative (English/French Bilingual)/Représentant de l'équipe d'assistance

Join to apply for the Care Team Representative (English/French Bilingual)/Représentant de l'équipe d'assistance role at Sedgwick.

By joining Sedgwick, you'll be part of something truly meaningful. It’s what our 33,000 colleagues do every day for people around the world who are facing the unexpected. We invite you to grow your career with us, experience our caring culture, and enjoy work‑life balance. Here, there’s no limit to what you can achieve.

PRIMARY PURPOSE

To provide excellent service displaying empathy to callers regarding claims for multiple lines of business, including but not limited to expediting the claims process and providing detailed claim notes on all calls, resolving issues with a one‑call/one‑person response, and directing calls to the appropriate escalation path as needed.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

• Acts as primary liaison with callers from multiple client accounts within a shared‑services environment.
• Follows specifications in assisting with questions and solving problems related to the claims application and servicing processes.
• Performs claim intake and full‑service customer support within regulatory requirements, company, and client expectations at all times.
• Educates and informs the customer about documentation required to file/process a claim, required time frames, payment information, and claim status.
• Educates claimants/callers on client requirements and benefit plans, documenting all required details of the call in a concise professional manner.
• Enters verbal and written claim information that meets both the internal and external customer’s requirements accurately into the appropriate system.
• Directs customer calls to the appropriate contact at multiple locations or escalates to Service Center Specialist/management as needed.
• Attendance during scheduled work hours is required.

ADDITIONAL FUNCTIONS AND RESPONSIBILITIES

• Performs other duties as assigned.

QUALIFICATIONS

Education & Licensing

High school diploma or GED required.

Experience

One (1) year customer service experience or equivalent combination of education and experience required. Inbound call center experience preferred.

Skills & Knowledge

• Excellent verbal and written communication skills
• PC literate, including Microsoft Office products, Windows environment
• Must meet minimum typing requirements
• Strong organizational skills
• Good interpersonal skills
• Ability to multi‑task in a fast‑paced environment
• Ability to support multiple clients across communication channels and utilize multiple systems simultaneously
• Ability to work in a team environment and/or independently
• Ability to meet or exceed performance competencies
• Ability to meet all attendance expectations

WORK ENVIRONMENT

When applicable and appropriate, consideration will be given to reasonable accommodations.

EEO STATEMENTS

We are committed to implementing inclusive and barrier‑free recruitment and selection processes. If you are contacted for an offer of employment, please inform Human Resources if you require an accommodation. Sedgwick is an Equal Opportunity Employer. Sedgwick retains the discretion to add or change the duties of the position at any time.