Bilingual Member Experience Representative

This is a fully remote position, open to applicants in Canada.

📋 Description

• Address incoming inquiries in both English and French via phone, chat, and email.

• Evaluate inquiries, uncover root causes, and determine suitable solutions.

• Utilize systems, standard operating procedures (SOPs), and knowledge resources to deliver precise and consistent answers.

• Record interactions, including actions taken and necessary follow-ups.

• Engage in cross-training and continuous learning across various benefit types and channels.

• Adhere to performance expectations related to average handle time (AHT), quality, and compliance.

• Appropriately escalate inquiries following established processes.

• Recognize recurring issues and communicate insights with management.

• Address inquiries from members, providers, and clients while enhancing the overall member experience.

• Execute additional tasks as assigned by management.

⛳️ Requirements

• Proficiency in both written and spoken English and French is essential.

• A high school diploma is mandatory.

• Post-secondary education in business, healthcare administration, insurance, benefits, or customer service is beneficial.

• A minimum of 1 year of experience in customer service is preferred.

• Experience in contact centers, benefits, claims, insurance, or healthcare is advantageous.

• Must be available to work during the company's core business hours.

• Capability to deliver accurate, empathetic, and efficient service across phone, chat, and email.

• Strong critical thinking skills and product knowledge are required.

• Proficiency in using systems, SOPs, and knowledge resources is needed.

• Ability to document interactions clearly and manage follow-ups effectively.

🏝️ Benefits

• Generous paid time off.

• Extended health and dental benefits.

• RRSP matching.

• Flexible work options.

• Wellness support, including extensive mental health resources.

• A supportive culture with opportunities for professional growth.