Bilingual Senior Service Representative supporting BMO’s lending operations and loan servicing. Processing transactions, documentation, reports, and stakeholder requests for banking clients.
About the role
- Bilingual Customer Service Representative providing support to clients at Securian Canada. Resolving inquiries and maintaining high service standards within a hybrid working model.
Responsibilities
- Respond to customer or member inquiries regarding billing, account balances, refunds, certificates, plan details, products, and services received via various communication channels;
- Assess needs and handle each inquiry professionally, courteously, and efficiently while ensuring appropriate follow-up;
- Use internal systems to gather and provide all necessary information to achieve first-contact resolution;
- Track and record inquiries in the appropriate systems;
- Update certificate details when required and perform appropriate follow-up (coverage type, coverage amount, certificate cancellations, beneficiary or contact updates, requests to cancel existing coverage and replace it with new coverage, bulk updates and/or bulk cancellations);
- Deliver consistent, high-quality service while adhering to established processes and meeting productivity and quality targets (KPIs);
- Share ideas and observations to support continuous improvement;
- Keep product and service knowledge up to date and participate in ongoing development training.
Requirements
- Post-secondary education (preferred);
- Minimum of one year of customer service experience; experience in a call centre, banking environment, or insurance sector is an asset;
- Excellent active listening and verbal and written communication skills;
- Ability to explain decisions and procedures clearly, accurately, and respectfully;
- Comfortable using multiple computer applications and able to learn new systems quickly;
- Ability to handle multiple tasks simultaneously in a fast-paced environment;
- Strong team orientation and collaborative attitude;
- Proactive, self-directed, and motivated by continuous learning;
- Adaptable and comfortable with change;
- Strong attention to detail;
- Bilingual (French and English) required.
Benefits
- Flexible work arrangements with monthly financial allowances to support work–life balance;
- Generous starting paid time off, plus additional days off for each year of service;
- One paid volunteer day to support a cause you're passionate about;
- Paid personal and wellness days to support overall well-being;
- Education assistance up to $3,500 per year (with manager approval);
- Flexible health and wellness account (in addition to comprehensive prescription drug and dental coverage) to help pay for a wide range of wellness services important to you;
- Up to 14% combined contributions to the RRSP matching program;
- Maternity/parental leave for families;
- Additional benefits and programs.
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