Insurance Insight Inc. (formerly WALKAWAY® Canada Inc.) pioneered creditor insurance 25 years ago. We are an insurance brokerage specializing in providing automotive manufacturers and dealerships in North America and around the world with high-quality insurance-based products and technology solutions. We specialize in large national automobile after-market products, such as creditors insurance and GAP insurance, enabling a minimum amount of administration with the maximum amount of return.

We are currently recruiting for a Bilingual (French and English) Customer Care Representative. This position is full-time, permanent and remote capable after completing the probationary period. Remuneration will be commensurate with experience and obtaining a RIBO licence.

As the Bilingual Customer Care Representative, you are the conduit between our external customers and our internal departments (Sales, Claims, Accounting, etc.).  You are responsible for answering customer inquiries in a professional and caring manner.  You are responsible for delivering world-class customer care to our external customers and supporting our internal departments. As part of the Central Operations (CenOps) team, you are the advocate and voice of the customer, providing express, concierge service for all, while tracking each request systematically to ensure all requests are addressed in a timely manner and meet our defined standards.

Responsibilities:

• Respond to customer inquiries in a professional and caring manner following predefined processes designed to provide exceptional customer service while limiting the company’s exposure to errors and financial risk.  
• Provide technical user support for user setup, password resets, customer onboarding/offboarding, policy changes, etc.
• Direct customers to the appropriate internal department, as required.
• Support internal departments with reporting and day-to-day administration including processing incoming mail/fax/voicemail/email, courier and shipping needs, reception support, filing, general office arrangements, etc.
• Develop and maintain good working relationships with all external and internal customers, including OEM/Lenders, Insurance Brokers, Dealers, Policy Holders, Insurance Companies, etc.
• We are growing and the successful candidate must be willing to work two Fridays from 12-8 pm and one Saturday per month. Work during our extended hours can be done remotely, conveniently from your home office.

Qualifications:

• Must be bilingual in French (Canadian) and English. A French and English assessment is part of the recruitment process.
• College or University training or one year of customer service experience, preferably in a call center setting
• Successfully obtaining a RIBO level 1 licence is a condition of employment. The company will pay for the program and your first two weeks of employment will be spent taking a preparatory course and writing the exam. For more information on the Registered Insurance Brokers of Ontario (RIBO) program, please visit: IBAO or RIBO. 
• Proficiency with Google Apps, Microsoft Office, Access and Internet 
• Experience with Zendesk is a plus

What you bring:

• Exceptional verbal and written communication skills in English and French
• Ability to administer proper telephone protocol and follow established processes
• Excellent customer service skills
• Self-starter, adaptable and reliable
• Organized with strong attention to detail
• Willingness to collaborate as a strong team player
• Ability to exercise sound judgment, recognize the scope of authority, and protect confidential information

Benefits and Perks:

We provide a competitive compensation and benefits program, including health, dental, life insurance, disability, group retirement savings, and three weeks of vacation to start. We will provide you with all the necessary tools you’ll need to be effective in your new role.

We are looking for people who share our values, first and foremost, to join our team. We believe our team members represent our single biggest investment and our most valuable asset. We know that in today’s highly competitive job market, talented people can work anywhere. Our values and culture are sacred; they define and differentiate us from other employers.  We are proud to be named one of Canada’s Most Admired™ Corporate Cultures and a Top Insurance Workplace.

Not sure you meet all the qualifications listed? Please apply anyway if you are fluent in both French and English and have a passion for learning. We’re looking for talented people who share our passion for our mission of providing financial confidence to consumers for meaningful purchases. A desire to learn and grow matters as much as experience. We’re committed to building an inclusive environment. If you are interested, please send your resume and cover letter to [email protected]. 

Insurance Insight welcomes applications from people with disabilities. Accommodations are available on request for candidates participating in any aspect of the application, assessment and selection process.