Bilingual Customer Service Representative (12-month contract)

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 and French (spoken and written) is required * Additional language skills in 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 is a replacement position. Artificial Intelligence (AI): Cowan Insurance Group does not use AI directly; however, platforms we partner with may use AI, including screening for keywords and minimum qualifications. Our human recruiters review candidate's qualifications prior to decisions being made. 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.

The representative will handle inbound calls and emails from plan members and service providers regarding claims, eligibility, and policy inquiries. They are responsible for documenting call information accurately and maintaining current knowledge of products and processes.

Candidates must be fluent in English and French and possess strong interpersonal and multitasking skills. Experience in medical or dental settings is considered an asset for this role.

• Comprehensive benefits plan • Company-matched Retirement Savings Plan • Company-paid training and development courses • Community involvement • Hybrid work environment

• Time managementPreferred
• FrenchPreferred
• Customer servicePreferred
• Problem solvingPreferred
• CommunicationPreferred
• EnglishPreferred

Identified from the job description. Confirm important requirements above.

• Customer service
• Interpersonal skills
• Multitasking
• Problem-solving
• Decision-making
• Organizational skills
• Time management
• Bilingualism
• French
• English
• Computer systems navigation
• Communication
• Insurance Industry
• Bilingual (French/English)
• Quick Learning
• Adjudication
• Artificial Intelligence
• Arabic Language
• Decision Making
• Customer Service
• Training And Development
• Creativity
• Spanish Language
• Standard Operating Procedure
• Leadership
• Innovation
• Interpersonal Communications
• Invoicing
• Problem Solving
• Risk Management
• Mentorship
• Wealth Management
• Time Management

• Customer Service & Support
• Finance & Accounting
• Administrative
• Bilingual Customer Service Representative
• Customer Service Representative (General)
• Inquiry Clerks
• Customer Service Representatives

Minimum experience

0+ years

Posting language

English

Working hours

40 hours per week