Bilingual claims adjudicator reviewing life insurance claims and administering policy benefits for Manulife Canada. Supporting Canadian clients through accurate, empathetic claim decisions and administration.
About the role
- Bilingual CX Specialist supporting Ontario dealer clients and National Sales Team for insurance services company. Handling customer service, CRM administration, sales coordination, and transaction processing.
Responsibilities
- Provide best-in-class customer service, support, and assistance to external clients and internal departments
- Correspond with members of the sales team via phone or email
- Perform daily administration and coordination of customer service activities
- Liaise with the sales team to coordinate in-field support
- Collaborate with Marketing and coordinate with the Distribution Centre to ship regular sales supply orders
- Assemble marketing and sales collateral and POS materials
- Maintain strong knowledge of Sym-Tech products
- Meet or exceed monthly call center performance and call quality objectives
- Accurately complete transaction documentation and keep CRM records up to date
- Work with Accounting to ensure accurate processing of cancellations, refunds, and adjustments
- Perform additional duties, tasks, and projects as required by Management
- Report to the Manager, Customer Experience
Requirements
- 3+ years of customer service experience or relevant industry experience
- Fluently bilingual in French and English, written and spoken
- Passion and desire to consistently and compassionately deliver a superior customer experience
- Energetic, friendly, outgoing, proactive personality and phone business acumen
- Ability to learn new processes quickly, prioritize activities, and work well under pressure in a fast-paced environment
- Proven ability to adapt to changing situations
- Excellent written and oral communication skills
- Demonstrated experience with customer escalation, conflict resolution, and negotiation
- Strong willingness to problem solve and work well with minimal supervision
- Strong team building skills to work well within a close team environment; self-sufficient and resourceful
- Proficient in the MS Office suite
- CRM experience an asset
- May be required to work overtime as per business needs
Benefits
- Equal Employment Opportunity policy
- Reasonable accommodation throughout the recruitment process for applicants with disabilities
- Additional support and adjustments to recruitment processes, procedures, methods of conveying information, or physical environment where needed
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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