Bilingual Customer Service Representative - Hybrid

Reporting to the Supervisor, Third-Party Administration Call Centre, the in-bound Customer Service Representative will provide service excellence by professionally answering all incoming telephone calls and emails from plan members and service providers. Using several different inquiry systems/databases, questions include but are not limited to: claims adjudication, policy/benefit questions, member eligibility and monthly invoice questions.

What You Will Do

• Provide excellent customer service while responding to all inbound inquiries
• Be attentive to the customer in order to fully understand their situation
• Document all call information according to standard operating procedures
• Remain current on program information, products, processes, and business initiatives
• Use the company supplied ‘scripts’ when available
• Assist in other departments as required
• Flexible hours may be required at peak periods
  
  

What You Will Bring

• Exceptional customer service and interpersonal skills
• Strong ability to quickly learn and navigate multiple computer systems
• Skilled at multitasking and prioritizing in a dynamic, fast-paced environment
• Demonstrated problem-solving and sound decision-making abilities
• Capable of working both independently and collaboratively within a team
• Excellent organizational and time management skills
• Knowledge or experience in medical and/or dental settings is an asset
• Fluency in English (spoken and written) is required
• Additional language skills in French, Arabic, or Spanish (spoken and written) are considered assets
  
  

Who We Are

Proudly independent and Canadian-owned, Cowan Insurance Group has been a true market leader in the insurance industry since 1927. With an extensive range of product offerings and integrated commercial and personal insurance, group benefits, and wealth management solutions, we provide our clients with outstanding customized, comprehensive insurance and risk management professional advice and placement.

Recognized as one of Canada's Most Admired Cultures and a Canada's Best Managed Companies Platinum Club Member, Cowan Insurance Group's award-winning client-centric approach emphasizes innovation, excellence, and collaboration. Join our team as we prepare for our centennial celebration in 2027!

What sets us apart?

Be In Good Company

Integrity matters. It drives our award-winning workplace culture and fuels our collective desire to help our clients, employees, and communities thrive.

Challenge your thinking

You're valued for your passion, drive and creativity. The pace is fast but the work is meaningful, interesting, and complex, just the way you like it.

Grow together

We believe in your potential. If you’re looking to develop your expertise with learning opportunities and mentoring, we’ll make that happen.

Benefits And Perks

• Competitive salary
• Participate in our comprehensive benefits plan on day one — no waiting period
• Company-matched Retirement Savings Plan
• Company-paid training and development courses
• Community involvement
• Hybrid work environment
  
  

Are you interested?

Please Apply!

This position is subject to appropriate background checks that may include, credential, employment, credit, criminal and reference checks.

While we appreciate the interest of all applicants, we will contact only those selected for interviews. If you are an applicant with disabilities and require accommodations, please let us know at the time of our contact so that we may arrange for their provision.

We are an Equal Opportunity Employer. Candidates will be selected strictly on the basis of an individual's technical qualifications, knowledge and experience, as they relate to the requirements of a particular position. Selections will be made without regard to: age, ancestry, colour, race, citizenship, ethnic origin, place of origin, creed, disability, family status, marital status, gender identity, gender expression, record of offences, sex, or sexual orientation.