Customer Service Representative
Customer Service Representative
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Job Description
The Bilingual Customer Service Representative primarily answers telephone and walk-in inquiries and corresponds with members of various plans on such matters as coverage enrollments terminations beneficiaries etc. The Customer Service Representative also provides assistance in the administrative services to the Single- and Multi- Employer Plans and does so in such a way as to enable the smooth operation and administration of the plans.
The Customer Service Representative will:
Adding changing and deleting data pertaining to coverage and member information in database systems.
Preparing/verifying/printing reports correspondence and related documents as required.
Clarifying information in insurance contracts and booklets.
Consulting rate code manuals customer service guides procedural summaries or operating manuals to determine the best course of action. Communication/Liaison
Responding to members or other external contacts in a prompt efficient and courteous manner at all times.
Preparing correspondence using company standard templates for members.
Explaining coverage in place for members.
Preparing and mailing out forms and related documents as required by members.
Following up with members regarding application status.
Clarifying information with senior team members.
Restricting access to confidential information pertaining to the company and its stakeholders.
Informing the senior team members of any issues which arise out of the course of daily work.
Electronic data and document maintenance to include scanning faxing filing destroying photocopying data entry and any processes required to prepare documents for these actions.
Verifying work and data in the scope of the position for accuracy and completion including routine audits.
Prioritizing work to ensure effective time management.
Maintaining the companys Time Information Management System by reporting time spent on tasks required to carry out the duties of this position.
Maintaining procedure manuals including documenting new procedures and updating current procedures.
The Customer Service Representative may be required to assist with other department work when and as requested.
To be successful as a Bilingual Customer Service Representative with Coughlin you will need:
- The Bilingual Customer Service Representative requires a post-secondary diploma in a related field or equivalent training acquired from a combination of relevant work experience and education.
- At least 1 year of related work experience in a customer service setting is expected.
The Bilingual Customer Service Representative must possess:
The ability to maintain good public relations both within and outside the organization.
A demonstrated ability to provide excellent customer service in a fast-paced environment. Sound knowledge of Microsoft Office and standard office administration procedures. Excellent grammatical spelling and communication skills in both official languages (English & French).
The demonstrated ability to learn and master new software and technology.
Superior data entry skills and strong mathematical and reconciliation skills.
Strong organizational skills the ability to prioritize and multi-task and the ability to manage time effectively.
The ability to adhere to existing company policies and procedures.
The ability to use tact and discretion to maintain information in the strictest of confidence.
All-star candidates will have:
Experience in the benefits and/or insurance industry. (Asset)
The Customer Service Representative is responsible to work extended hours as requested or as required to meet the job demands and must agree to do other duties as assigned by the manager.
Whats in it for you:
Learn by working alongside our experts
Extended health care and dental benefits
A retirement savings plan with company contributions
A suite of Health & Wellness offerings
Mental Health programs and support for you and your family
Assistance for the completion of industry designations
Competitive compensation
Coughlin & Associates Ltd. is a premier independent firm specializing in group benefits and pension consulting and administration. With offices in Ottawa and Winnipeg we provide comprehensive services to a wide range of clients including corporations unions and public service organizations across Canada.
Providing an inclusive accessible environment where all employees and clients feel valued respected and supported is something were committed to. We are dedicated to building a workforce that reflects the diversity of the communities in which we live and to creating an environment where every employeehas the opportunity toreach their potential. If you require an accommodation or an alternative format of any posting please reach out to
Required Experience:
Unclear Seniority
Employment Type
Full-Time
