Bilingual Insurance Advisor

TD Insurance Direct Agency Inc. / Agence Directe TD Assurance Inc.; Laval; Hybrid; CAD 40,000 - 55,000; Full time

Job summary

A leading insurance provider in Canada is seeking a passionate customer service representative to join their hybrid Contact Centre Team. The role involves assisting customers with insurance inquiries, delivering exceptional service, and achieving performance goals. Candidates should possess strong listening and communication skills, with a focus on providing tailored solutions. This position offers comprehensive training, a commitment to employee growth, and a diverse workplace environment.

Benefits

Comprehensive Benefits Plan

Career Development Programs

Paid Time Off

Qualifications

• Must be available to work Monday – Friday between 8am – 11pm.
• Exceptional listening skills and curiosity to help customers.

Responsibilities

• Deliver outstanding customer service through value-based advice.
• Resolve customer inquiries at the first point of contact.
• Achieve performance objectives including customer experience metrics.

Skills

Listening

Communication

Multitasking

Digital Literacy

Problem Solving

Education

Secondary School Diploma

Post-secondary Education

Job description

We care for Canadian families, making it easy to get the best advice, protection, and support in their moments of need, always. As the voice of TD, you'll be passionate about understanding our customers. You'll consistently deliver legendary customer service by providing each caller with the right solutions for their unique insurance needs.

What You’ll Do

As the voice of TD, you’ll be passionate about understanding our customers while having value-based advice conversations. Whether assisting inbound callers with the exciting purchase of their first home or vehicle, or handling complex inquiries on existing insurance policies, you’ll help us offer trusted support to our clients whenever they need it. You’ll consistently deliver legendary customer service by providing each caller with the right solutions to meet their unique insurance needs.

As a valued member of our Contact Centre Team, you will :

1. Make people’s day : strive to deliver an outstanding customer service experience by deepening relations through value-based advice conversations, friendly support through your knowledge of TD products, services, and solutions.
2. Solve problems efficiently : resolve customer inquiries at the first point of contact by asking questions and responding with empathy to their concerns.
3. Achieve your goals : consistently reach performance objectives, including customer experience survey results, advice and quality goals, compliance regulations, and productivity targets.
4. Never stop learning : actively participate in ongoing training and coaching support to help you continue to grow and develop in your role.

Where You’ll Work

After completing in-person training and onboarding sessions, the role operates in a hybrid workplace model with a mix of collaborative and independent activities. You are expected to work from a TD premise at least 2 days a week and have the flexibility to work from your secure, private home office on other days that meet minimum system requirements (e.g., high-speed internet). Please note that the hybrid model details may change based on business needs. The hiring manager will provide more information about how this works for their team.

Job Requirements

What You Need to Succeed

We’re proud to work with a diverse group of colleagues. If you have relevant experience that isn’t mentioned below, tell us about it in your resume or cover letter.

• Post-secondary education and/or relevant experience.
• For Quebec ONLY: minimum education requirement is a Secondary school diploma or equivalent, with a decision issued by the AMF recognizing at least three years of full-time employment experience.
• Must be available to work Monday – Friday between 8am – 11pm and Saturdays between 9am – 6pm.
• Exceptional listening skills and a curiosity to help customers meet their needs and resolve concerns with value-based advice conversations. (Preference given to those with experience in financial or service industries.)
• Ability to multitask and navigate through computer systems, applications, and multiple screens with speed and accuracy while meeting performance metrics.
• Digital literacy across a broad range of devices (smartphones, tablets, laptops, headsets, etc.).
• Flexibility, resiliency, and a positive attitude when responding to challenging situations.
• Ability to work both independently and as part of a team.
• Integrity when managing sensitive customer information in compliance with regulatory and legal guidelines.
• Effective communication skills, both verbal and written.
• General Insurance license (e.g., Other Than Life for Ontario) and/or license in your home province is an asset.

Who We Are :

As part of TD Bank Group, one of Canada's largest financial institutions, TD Insurance cares for Canadian families, making it easy to get the best advice, protection, and support in their moments of need, always.

TD Insurance offers a wide range of products, including General Insurance and Life and Health. Over four million customers rely on us.

As the largest direct-to-consumer insurer in Canada, we are continuously innovating and providing exciting career opportunities across the country.

Our Total Rewards Package

Our Total Rewards package reflects our commitment to supporting our colleagues' financial, physical, and mental well-being through a comprehensive benefits plan, including salary, variable compensation, health and wellness benefits, retirement programs, paid time off, banking benefits, career development, and recognition programs.

Additional Information :

We’re excited that you’re considering a career with TD. We support your growth through development conversations, training programs, and a competitive benefits plan to help you thrive both professionally and personally.

Please note that this job opportunity is subject to provincial employment regulations, which may vary across Canada.

Colleague Development

If you’re interested in advancing your career or developing specific skills, we offer regular performance reviews, online learning, and mentoring programs to help you achieve your goals.

Training & Onboarding

We will provide comprehensive training and onboarding to ensure you are well-prepared for your new role.

Interview Process

We will contact selected candidates to schedule interviews and aim to communicate outcomes promptly via email or phone.

Accommodation

Your accessibility needs are important to us. Please inform us if you require accommodations during the interview process, including accessible meeting rooms or captioning services.

We look forward to hearing from you!

Language Requirement (Quebec only) :