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.

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.

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.