Bilingual Service Representative

Company: CUMIS Union
Department: Client Serv Centre-Cred
Employment Type: Regular Full-Time
Work Model: Hybrid (2 days in office)
Language: Bilingualism in English and French is required.
Additional Information: This/these role(s) is/are currently vacant

The Opportunity:

We are a leading Canadian financial services co-operative committed to being a catalyst for a sustainable and resilient society and our team is essential to deliver on this strategy. That’s why we prioritize our people, to ensure we provide a strong culture and development opportunities which enables our team to thrive and to live our purpose. The best part is that you will work with people that care passionately about you, our clients, and our communities.

Our Client Services team aspires to create a seamless and personalized client experience. Our professional, agile and knowledgeable team works collaboratively to understand and anticipant the needs of our clients, helping our organization to grow. We foster open communication and think innovatively to find mutually beneficial solutions for our clients.

The Service Representative provides efficient and highly responsive service to our external customers including credit union employees and insured members as well as internal business partners who call, email, or fax the Service Centre. The role deals with a wide variety of functions and questions related to CUMIS Individual Life / Payment Protection products and services, and strives to exceed productivity and quality goals while handling customer inquiries.

How you will create impact:

• In a contact centre environment, handle a variety of inquiries in the form of calls, emails and mail from clients, financial institution employees, and distribution staff regarding contract information, policy provisions, administrative and procedural matters for all CUMIS Creditor and Individual Life, policies totaling more than 25 products and some with several variations.
• Support the sale of CUMIS/Co-operators payment protection products made by partner financial institutions throughout the lifecycle of the product, including account access, sales portal assistance, product information, claims intake and status updates, and post-issuance administration
• Recognize complaints, problems, and/or unusual situations as opportunities to initiate corrective action and conservation efforts, including actively participating in customer retention through customer education, by partaking in applicable conservation efforts and/or generating up-sell/cross-sell referrals of alternate products and services.
• Process policy changes such as address changes, bank account changes and certificate cancellations, in response to call, email, mail requests.
• Maintain knowledge and experience to contribute to the ongoing progression and evolution of the department as determined by changing business needs and customer expectations through continuing education such as LOMA, etc.

How you will succeed:

• You adapt to change and are committed to continuous improvement, in order to exceed client expectations.
• You leverage critical thinking skills to identify problems and proactively propose solutions.
• Your strong communication skills allow you to clearly convey messages.
• You are an effective team player who shares knowledge to support your peers.

To join our team:

• Completed secondary education with 2-5 years of customer service experience, preferable in a contact centre environment.
• LOMA 280, LOMA 290 & ACS 100 is an asset
• Fluently bilingual in both English and French (with strong oral and written communication skills in both languages)

What you need to know:

• Rotational shifts outside of standard business hours, Monday through Friday.
• You will be subject to a Background check as a condition of employment, in the event you are the successful candidate.

What's in it for you?

• Training and development opportunities to grow your career.
• Paid time off to support your personal and family needs.
• A holistic approach to your well-being, with physical and mental health programs and a supportive workplace culture.
• Paid volunteer days to give back to your community.
• A comprehensive total rewards package, including competitive salary, bonus, pension, and benefits.

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Expected salary range $50,143​

The salary amount for the successful candidate is determined by Co-operators in its discretion and will vary depending on several criteria including but not limited to: local market conditions, geography and relevant job-related factors such as knowledge, skills, qualification, experience and education.​​

Employees may also have the opportunity to participate in incentive programs and earn additional compensation tied to individual and/or business performance, or other business metrics.

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