Job Description

Job Summary:

The inbound call centre Bilingual Customer Service Representative is responsible for providing high quality customer service 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. Flexible hours may be required at peak periods.

Responsibilities and Duties:

• 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 \xe2\x80\x98scripts\xe2\x80\x99 when available.
• Assist in other departments as required.
• Other duties as required.

Qualifications:

• Bilingual in English and French, spoken and written;
• Strong writing skills in English and French;
• Ability to speak and/or write Arabic is an asset;
• Highly developed customer service skills;
• Ability to learn quickly and adapt to several computer systems;
• Ability to multi-task;
• Proven problem-solving and decision making skills;
• Ability to work as part of a team as well as independently;
• Ability to work under pressure;
• Excellent organizational skills;
• Medical/dental knowledge and experience would be an asset;
• Ability to exercise patience in regards to challenging language barriers.

We invite interested candidates submit their resume in confidence to human.resources@cowangroup.ca. 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. Employee 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: race, ancestry, place of origin, colour, ethnic origin, citizenship, creed (religion), sex, sexual orientation, handicaps (physical or mental), age, marital status, family status, or the receipt of public assistance or record of offences.

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Cowan Insurance Group