Bilingual Customer Service Representative /Customer Analyst - 2739

Duration: Until 26 Oct 2025 (possibility of extension)

Location: Markham (Training fully on-site 2 weeks, then hybrid)

Hybrid Schedule: Starting shift needs to be flexible. Our business hours are Monday - Friday 8am - 6pm. Start times can be anywhere from 8am-10am.

Current state agents are in office twice a week, dedicated days are Tuesday and Wednesday unless required for other days but the expectation is that agents are to report 100% into the office.

Description:

Accountabilities:

• Respond to all phone calls and emails from brokerages, LIAs, and internal collaborators regarding system access, support requests, and mentorship inquiries.

• Deliver a high standard of customer service characterized by clear communication, integrity, timeliness, and accuracy of technical information.

• Ensure that ticket lifecycles do not exceed defined standards.

• Log requests, follow up on outstanding items, and communicate instructions and status updates to users in a clear, professional manner.

• Build, modify, and remove system access as requested, closely adhering to defined standards.

• Provide support on systems when called upon by peers, particularly junior members.

• Maintain up-to-date knowledge of supporting systems and provide cross-training as needed.

• Prioritize and manage multiple requests based on the urgency and impact of each request.

• Identify trends with brokers and take the lead to work with the BD team on training initiatives.

Qualifications:

• College or University Degree, preferably in Business Management or a related field.

• Minimum of 1-2 years of experience in a customer contact center.

• Proficiency in relevant computer applications and call center systems.

• Good typing skills at a medium to fast rate with accuracy.

• Bilingual proficiency in French and English.

• Strong customer service orientation.

• Excellent written and verbal communication skills.

• Outstanding problem-solving skills.

• Strong interpersonal and organizational skills.

• Self-directed and adaptable.

• Basic understanding of broker operating environments and insurance principles.

• Basic knowledge of Underwriting principles.

• Ability to effectively handle all Broker & customer requests from start to finish.

• Ability to keep abreast of all Broker communication and changes in guidelines and technology.

• Capability to act as an SME (Subject Matter Expert) to represent the team on initiatives.

• Ability to troubleshoot and identify the root cause of technical issues.

• Efficiently prioritize complex issues for further investigation.