Resolve Recruit

Bilingual Customer Service Representative (BB-1336A)

Found in: Neuvoo CA

Description:
Position Term: Full-Time, Permanent
Location: Mississauga ON
The Bilingual Response Coordinator duties will include:
• Initiate travel insurance claims ensuring accurate contact information, travel dates, loss dates, etc., and provide insurance benefit and claims information
• Assess, handle and triage incoming calls and initiate outbound calls to service partners
• Provide on trip assistance to clients as required - referrals for medical care, airline flight arrangements, hotel arrangements
• Take notice of new claims pre and post trip and provide guidance on benefit eligibility
• Demonstrate commitment to taking ownership and accountability of client problems at first point of contact
• Demonstrate the ability to make decisions in the effort required to obtain missing information, weighing cost-effectiveness and reputational impact to clients
• Protect the client’s need for privacy and confidentiality according to established guidelines
Requirements:
• Must be fluently bilingual in both French and English, written and spoken
• Travel claims knowledge considered an asset
• Have superior communication skills, written and oral
• Have superior analytical thinking skills to weigh cost-effectiveness and reputational impact to clients
• Be able to adapt to fluctuating call volumes and have the ability to prioritize work to optimize efficiencies
• Be adaptable to change (policy interpretations, workflows/processes, schedule changes)
• Have superior decision-making abilities in time sensitive situations
• Be able to empathize with clients and manage sensitive situations with maturity and respect
• Be able to assess the urgency of each individual situation and act accordingly
• Be open to rotational shifts schedules

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