Position: Bilingual Customer Service Representative Category:




Province: ON
Branch Name: Direct Hire Dress Code:
Branch Phone: (905) 5868828 Job ID: 5388
Pay Info: Order Type: DH

The Response Coordinator duties will include:
• Initiate travel insurance claims ensuring accurate contact information, travel dates, loss dates, etc., and provide insurance benefit and claims information
• Assess, handle and triage incoming calls and initiate outbound calls to service partners
• Provide on trip assistance to clients as required - referrals for medical care, airline flight arrangements, hotel arrangements
• Take notice of new claims pre and post trip and provide guidance on benefit eligibility
• Demonstrate commitment to taking ownership and accountability of client problems at first point of contact
• Demonstrate the ability to make decisions in the effort required to obtain missing information, weighing cost effectiveness and reputational impact to clients
• Protect the client’s need for privacy and confidentiality according to established guidelines

• Must be fluently in English & French, written and spoken
• Travel claims knowledge considered an asset
• Have superior communication skills, written and oral
• Have superior analytical thinking skills to weigh cost effectiveness and reputational impact to clients
• Be able to adapt to fluctuating call volumes and have ability to prioritize work to optimize efficiencies
• Be adaptable to change (policy interpretations, workflows/processes, schedule changes)
• Have superior decision making abilities in time sensitive situations
• Be able to empathize with clients and manage sensitive situations with maturity and respect
• Be able to assess the urgency of each individual situation and act accordingly
• Be open to rotational shifts schedules