Bilingual Banking Contact Centre Rep

Our client, a leading Canadian banking institution, is looking for Bilingual Contact Centre Reps to join their Insurance business unit. We are looking for customer service professions that are fluent in both French and English. Great opportunity to get into the finance/insurance industry.

Contract term: 15/04/2019 to 14/10/2019

Pay rate: $25.38/hr

Full-time: 37.5 hours

Schedule: Monday - Friday, 1pm-11pm and Sarurday, 10am-7pm availability required

Must Have:

• Bilingual (French and English)
• Computer savvy
• Customer service experience
• Attention to details

Nice to Have:

• Call center experience 
• Insurance industry experience

Summary: The primary responsibility of the Representatives is to obtain information for automobile and residential insurance claims from clients who contact the Claims Response Centre by telephone, web or fax. In this regard, the Analyst inputs information regarding the circumstances of the loss into the core claims system and directs the claimant through the appropriate services for emergency repairs, appraisals, rentals and other claim related services and informs the claimant on the next steps in the claims process. 

Job Responsibilities:

• Listen to client needs and treat each encounter as unique and clarify clients request to ensure they are well served.
• Effectively communicate problems or need for potential changes to allow the team leader to take further action.
• Provide clients with value-added service in explaining claims procedures and coverage and offering clear and complete information based on client needs.
• Records the accident or loss situation into the system with accurate and detailed information in order to determine the cause of loss, bodily injury, accident benefits and extensive property damage exposure (s). Where necessary identify appropriate services required by the client for example, emergency services, appraisal, rental vehicle, towing services etc.
• Meet productivity objectives set by the department in terms of average handle time, after call work, service levels, abandoned percentages, overall adherence compliance and number of incoming telephone calls handled.
• Collaborate with other departments to ensure missing policies are offered to clients.
• Adapt quickly to systems changes and/or modifications.
• Apply working methods according to procedure. Where coverage exists, direct claimants through the claims settlement process by explaining coverage and procedures (in non-technical terms), recommended suppliers, and by informing the claimant of his/her obligations and responsibilities to move the claim toward settlement. Where coverage does not exist, inform the client by explaining the terms of the insurance contract.
• Take appropriate action to complete various insurance claims transactions.
• Participate openly and actively in coaching sessions by providing input and feedback to Telephone Unit, Team Leader and Quality Assurance Analyst.
• Identify needs and proactively seek coaching to generate improvement opportunities.

HOW TO APPLY:

Please send your resume to careers@gc-employment.com with the subject line “Bilingual Banking Call Center Rep_Saint John”

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