Customer Service Advisor (Bilingual)

About Us

Echelon Insurance provides Personal and Commercial Specialty Insurance solutions to protect Canadian families and businesses across Canada, through our trusted network of Broker partners. Echelon is a member of the CAA Club Group of Companies and is an equal opportunity employer who offers a professional environment that champions collaboration, trust, and growth to drive success. We cultivate a great working dynamic to help us deliver what is best for our associates, Brokers, and Customers.

Who we are

Are you ready to join an award-winning, purpose-driven culture? Welcome to the CAA Club Group of Companies (CCG), where purpose leads to passion!
At CCG, we are committed to delivering an exceptional Associate experience. We offer:

• Work-life harmony with access to an award-winning holistic wellness program,
• Continuous learning through our robust corporate curriculum and education reimbursement program,
• Incredible rewards, travel incentives, and product and service discounts,
• Pay-for-performance and best-in-class recognition programs, and
• Competitive benefits that include a defined contribution plan, personal spending account, and so much more.

Join our growing team where everyone belongs!

Position Details

What you will do:

• Provide quotes/sales on Travel Insurance to potential customers by responding to incoming telephone requests from the sales and backup for IMU queues.
• Quote and bind customers on Travel Insurance policies over the phone using proper questioning techniques to identify their travel insurance needs, sales techniques and applying all appropriate underwriting guidelines
• Upholding company standards of the department and regulatory bodies.
• Responsible for providing technical and product support to CAA Associates and external partners in a timely and efficient manner, as well as ensuring you are exceeding customer service standards and Key Performance Indicator (KPI) goals of the department.
• Resolve minor issues through changes, workarounds suggestions. Escalate support for configuration and/or system issues or for technical issues.
• Correspond with internal and external partners or new policyholders as required

Please note, salary range is not inclusive of total compensation. The expected salary range for this position will be impacted by factors such as the successful candidate’s skills, experience and working location, as well as the specific position’s business line, scope and level. Candidates with salary expectations outside of the range are encouraged to apply.

Who you are:

• Excellent verbal and written communication skills: Advanced French and English is required
• Post-secondary education completion, University degree an asset
• 2-4 years customer service experience, with exposure to call center environment an asset
• Insurance experience is an asset, preferably Travel Medical
• A & S license is preferred
• Very good analytical skills and aptitude for problem solving
• Ability to navigate different computer systems
• Good working knowledge of Microsoft Office (in particular word and excel)
• Ability to multi-task
• Strong inter-personal skills, empathy, excellent attention to detail, team and customer service oriented.
• Work capacity according to variable hours

Hours of operation:
Monday- Friday 8:00am - 8:00pm
Saturday 9:00am - 5:00pm

Would be required to work any shifts within our hours of operation.

Office Location - Orion Travel Insurance:

CAA Thornhill Office, 60 Commerce Valley Drive, Thornhill Ontario

Please note that internal applicants are asked to formally express their interest by applying online no later than 10 business days of the position being posted.

Please note that we may use AI tools to help us through the recruitment process.

Our Commitment

We are an equal opportunity employer and are committed to providing employment accommodation in accordance with all applicable Provincial Human Rights and Accessibility Legislation. CCG will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs.