Bilingual Customer Service Representative - Group Insurance

Role overview

Provide bilingual support to group insurance members across Canada by answering questions, resolving service issues, and helping callers reach clear outcomes. This is a permanent, full-time customer service role with paid virtual training and weekday shifts that may run into the evening.

Responsibilities

- Respond to member inquiries by phone and email with clear, friendly, accurate service. - Understand each caller’s needs, investigate issues, and explain suitable next steps. - Navigate multiple applications while supporting members and maintain careful attention to detail. - Work independently during assigned hours while contributing positively to the wider service team. - Complete the required virtual training and follow the organization’s processes for remote work and member support.

Requirements

- Fluency in written and spoken English and French. - High school diploma; post-secondary education or equivalent experience is also accepted. - Strong communication skills, a helpful and solutions-focused approach, and sound problem-solving ability. - Comfort using multiple computer applications and working attentively in a dynamic environment. - Ability to work remotely and sit using a computer and headset for extended periods. - A private, quiet, secure home workspace with a lockable door and no competing responsibilities during scheduled shifts.

Nice to have

- Two or more years of contact centre experience; this background has been associated with success in similar work.

Benefits and work setup

- Paid virtual training runs Monday to Friday, 8:00 a.m. to 4:30 p.m. Atlantic Time. - After training, weekday shifts are 7.5 hours and fall within operating hours of 8:00 a.m. to 9:00 p.m. Atlantic Time. There are no overnight or weekend shifts; shift selection may be available twice a year based on business needs and seniority. - Remote and hybrid arrangements are available. The role includes employer-paid health, vision, and dental coverage from the first day, a matched defined contribution pension, and an annual incentive program. - Paid vacation, an additional week in the first year, an optional vacation purchase program, and career development opportunities are offered.