Bilingual Spanish Service Center Representative

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

📋 Description

• Provide compassionate, precise, and responsive assistance through phone, email, and chat channels.

• Strive for first-contact resolution whenever feasible.

• Evaluate and address inquiries related to insurance coverage, policies, billing, payments, complaints, and online tools.

• Execute policy updates, payment tasks, documentation, data entry, CRM upkeep, and customer follow-up.

• Assist customers in understanding their options and utilizing online and self-service resources.

• Partner with internal teams to resolve intricate issues, support customer retention, and enhance customer experience.

• Maintain expertise and meet standards for customer satisfaction, service quality, accuracy, productivity, operational performance, and schedule compliance.

• Participate in team discussions and initiatives focused on continuous improvement.

• Provide training or mentorship to new team members as needed.

• Work on a rotating schedule from 9:00 am to 5:30 pm, Monday to Friday, including occasional overtime and coverage on specific Canadian statutory holidays.

⛳️ Requirements

• 3–5 years of experience in customer service.

• Background in an inbound contact center and/or financial services environment is advantageous.

• Ability to excel in a fast-paced, high-volume phone setting while meeting KPI targets.

• Capability to handle complex and sensitive customer situations with empathy, professionalism, patience, sound judgment, and adaptability.

• Excellent verbal and written communication abilities.

• Strong computer skills and proficiency in navigating multiple systems simultaneously.

• Technical aptitude for troubleshooting issues and learning new technologies.

• Experience in data entry, payment processing, customer retention, and customer education initiatives.

• Strong problem-solving, resourcefulness, attention to detail, multitasking, and time management capabilities.

• Ability to operate independently and collaboratively in a dynamic remote service environment.

• Knowledge of insurance products, regulatory standards, and contact center KPIs is a plus.

• A college diploma or university degree is considered an asset.

• Bilingual proficiency in English and Spanish or French is also an asset.

• Flexibility to work scheduled evening shifts, overtime, and statutory holidays as required by business needs.

• Must reside in the province where you are employed.

🏝️ Benefits

• Comprehensive health, dental, and well-being coverage starting from your first day of employment.

• Retirement and pension plans with matching contributions.

• Paid vacation time off.

• Opportunities for learning and development experiences.

• Industry credentials such as LOMA.

• Foresters member benefits available to policyholders.

• A paid day off for volunteering activities.

• Access to Employee Resource Groups for networking, mentorship, and educational opportunities.

• Discretionary variable incentive plan available for eligible employees.