Customer Outreach Specialist

Chubb; Markham; On-site; CAD 40,000 - 55,000; Full time

Job summary

A leading company in the insurance sector is seeking a bilingual Customer Service Representative to handle customer inquiries and sales activities. The role involves managing cancellation calls, assisting with claims, and ensuring customer satisfaction while working in an office environment. Candidates should possess strong communication skills and a willingness to obtain necessary insurance licenses. This position offers flexible scheduling and opportunities for professional development.

Benefits

Flexible scheduling

Occasional travel to supplier sites

Qualifications

• Bilingual in French and English required.
• Minimum 1 year of relevant experience in a professional setting.
• Licensed in Accident & Sickness and Life Insurance or willing to obtain.

Responsibilities

• Handle incoming cancellation calls and perform outbound call activities.
• Assist customers with claims, billing, and account management.
• Cross-sell products over the phone.

Skills

Fluency in English

Fluency in French

Sales skills

Active listening

Problem resolution

Communication skills

Education

Post-secondary education

LLQP license (or willingness to obtain)

Tools

Microsoft Office

Job description

PRIMARY DUTIES

• Handle incoming cancellation calls and perform outbound call activities for past due policies.
• Handle direct returning incoming calls as a result of outbound activities.
• Follow up on customer issues regarding claims, billing, or other service concerns.
• Assist customers in redrafting payments to existing accounts, set up new account information, or collect needed premiums via credit card.
• Cross-sell over the phone.
• Process routine requests for service items.
• Perform miscellaneous department activities as needed.

TÂCHES PRINCIPALES

• Répondre aux appels entrants concernant les annulations et effectuer les appels sortants liés aux polices dont les primes sont échues.
• Répondre aux appels entrants directs des clients qui rappellent après avoir reçu un appel sortant.
• Faire le suivi des problèmes des clients concernant les demandes de règlement, la facturation ou d’autres préoccupations liées au service.
• Aider les clients à soumettre à nouveau les paiements pour les comptes existants, entrer les renseignements relatifs à un nouveau compte ou prélever la prime exigée payée par carte de crédit.
• Faire de la vente croisée par téléphone.
• Traiter les demandes courantes relatives aux divers éléments de service.
• Effectuer diverses tâches dans le service, au besoin.

Qualifications

• Fluent in both English and French.
• Post-secondary education and/or a minimum of 1 year of relevant experience in a professional setting.
• Licensed in Accident & Sickness and Life Insurance; or willing to study, pass, and obtain the LLQP license within the first 2 weeks of employment.
• Capable of managing multiple tasks effectively, engaging with customers while completing paperwork and updating systems.
• Outgoing personality with a talent for fostering engaging conversations.
• Understanding of sales principles and business operations.
• Proficient in active listening and problem resolution.
• Previous contact center experience required.
• Strong communication skills with a detail-oriented and analytical mindset.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint, etc.).

Additional Information

Physical Environment: In-office (5 days).

Flexible Scheduling: Work schedule may be adjusted based on business needs.

Exigences de qualification

• Bilingual in French and English.
• At least 1 year of relevant experience.
• Possess or be willing to obtain a license in Accident & Sickness and Life Insurance, including passing the PQAP exam within the first 2 weeks.
• Ability to multitask, communicate effectively with clients, and update systems accurately.
• Excellent communication and interpersonal skills.
• Outgoing and able to initiate conversations.
• Sales skills and business acumen.
• Good listening and problem-solving abilities.
• Professional attitude.
• Proficiency in Microsoft Office.

Additional Details

• In-office environment (5 days).

• Occasional travel to supplier sites or company locations.

• Flexible schedule adjustments may be required based on business demands.