Bilingual Customer Care Associate (English/French)

Kingston, Ontario
Not Specified
Sep 25, 2019
Nov 24, 2019
Customer Service
Job Type
Not Specified
Career Level
Not Specified

This position requires general supervision and less detailed verbal and/or written instruction. A Customer Care Associate II will support several lines of business within Global Preneed, by processing a variety of functions and working with different systems. Customer Care Associate II representatives are able to process several basic functions of their assigned team(s) and focus may change based on business needs. The position will include front line contact with clients and customers by various channels.


Basic Duties

  • Extensive communications with external customers, agents & funeral homes including inbound and outbound phone calls, supporting multiple phone skill groups and/or teams
  • Analyzes documentation for processing customer requests, using general problem solving skills to resolve inquiries and requests
  • Responsible for processing a variety of tasks or functions such as processing new business, maintaining policy files, paying claims, maintaining agent demographic information.
  • Prepares standard and ad hoc correspondence
  • Thorough understanding of procedures to accurately process a wide variety of processes
  • Ability to research routine requests using multiple methods and tools to find the information needed to complete assigned tasks
  • May have authority to approve or review work of others
  • Ability to adhere to regulatory and compliance requirements in completing assignments
  • Ability to comprehend insurance and contract documents
  • Must be able to maintain confidentiality and adhere to privacy guidelines

Collaboration Skills

  • Attend required training
  • Collaborate with team and department members by attending team meetings and other company activities
  • Ability to adjust to new or changing business needs
  • Seeks knowledge outside of own team and department
  • Collaborates with others to resolve routine cases


  • Basic Computer Skills including Microsoft Outlook, Word and Excel and basic internet search capabilities
  • Minimum 6 months of Customer Service background
  • Good verbal and written communication skills
  • Professional appearance
  • Demonstrates good verbal and written communication skills
  • Exhibits qualities of integrity, reliability and trust
  • Strong work ethic
  • Ability to adjust actions in response to shifting priorities and rapid change
  • Focus on quality
  • Flexibility with schedule, work and team environments
  • Works with team members to achieve team and company goals
  • Takes accountability for resolving customer issues focusing on the Customer Experience
  • Displays a positive attitude

Must be fluent in English and French


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