Client Service Specialist - bilingual

Reliability ∙ Growth ∙ Innovation

Client Service Specialist - bilingual

Reports To: Team Leader



Position Summary:

The primary role of the Client Service Specialist is to be the first point of contact for all broker and client enquiries via phone and emails.



 Location: ON

Essential Duties and Responsibilities:

  • Provide extraordinary level of client service to brokers and clients in French and English
  • Answer all incoming calls providing “First Call resolution” while developing strong broker/client relationships
  • Provide brokers with Web quote support (password changes etc)
  • Monitor email and voicemails to ensure all requests are resolved within established service levels
  • Follow through on all agreed actions within the timelines agreed with the client providing same day service and managing the client’s expectations of next steps
  • Escalate issues/errors when appropriate or when unable to complete to the client’s satisfaction
  • Ensure all information is 100% accurate the first time and all client interactions are well documented
  • 95% of this role will require direct contact with brokers and clients via phone or email.
  • Other job related duties as assigned to meet ongoing needs of the organization



Training/ Education/ Experience Qualifications: (Include licenses and certifications)

  • Fully Bilingual in French and English
  • 5+ years of Call Centre experience required preferably within Insurance or Financial Industries.
  • College Diploma and/or 1-3 years work related experience ideally within the Insurance/Financial Services industry.









Knowledge/ Skills/ Abilities Required:

  • Fluent in both French and English – verbally and written
  • Highly articulate with excellent verbal and written communication skills
  • Client service/Call Centre experience
  • Must have strong organizational and prioritization skills
  • Be self-motivated and proactive
  • Possess an energetic and enthusiastic approach to your work and a desire to go the extra mile in client service
  • Be a strong team player, able to build relationships with team members and internal and external clients
  • Display strong attention to detail and have good abstract reasoning skills
  • Demonstrate a flexible attitude towards change and the ability to adapt to new situations
  • Strong knowledge of Outlook, Excel and MS Word


This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned to meet the ongoing needs of the organization.

This is an equal employment opportunity.