Bilingual Customer Care Representative

at  Greenshield Holdings

WHO WE ARE

When it comes to health, we’re always looking for ways to push for better. It’s why we were founded in the first place. In 1957, our founder, pharmacist William Wilkinson, witnessed a mother sacrifice her health by forgoing her own medicine to pay for her sick daughter’s prescription. He knew there had to be a better way. So, he introduced North America’s first prepaid drug plan, and GreenShield was born as a not-for-profit with a mission to support better health for all Canadians.
We aren’t just a health and benefits company. We’re the only not-for-profit social enterprise that brings worlds of coverage and care together, all in one place. We’re noble challengers, purposefully building a better way and we need the best people to help us create a more holistic approach that takes care of the mind and body.
Our mission is to create better health for all Canadians, and we know that starts with our employees.
As a part of Greenshield group of companies, Greenshield Administration provides innovative health benefit solutions for the small-mid size companies in Canada. Recognized as the leading alternative to the traditional insurance companies, in a market where small and mid-sized employers have been largely underserved Greenshield Administration sets itself apart from the competition, by using technology, creative product development and a stellar customer experience to solve problems for employers. Honeybee Benefits is our next generation benefits platform built for today’s modern workforce that empowers employers to compete better for talent.
The Customer Service Representative is an entry level position that works in a high performance, customer focused team environment and is responsible for several customer-oriented tasks. The Customer Care Representative will assist clients in resolving claims, coverage and portal inquiries while providing prompt, professional, courteous, and accurate responses. As the first point of customer contact for inquiries and service delivery they are to provide excellent customer service in both verbal and written interactions.
The Customer Care Representative will utilize company technology to search and track all transactions, and possess excellent customer service skills, a pleasant and professional phone manner, be a strong team player, pay attention to detail and maintain integrity in all dealings.

REQUIREMENTS

• 2-3 years of experience in customer service or in a related role
• Insurance industry knowledge with Health & Dental claims/groups is an asset
• Knowledge of software applications/systems to be able to communicate effectively
• University Degree or College Diploma
• Other certifications are an asset
• For French Bilingual, written, and oral communication skills is required

• Respond for inbound phone and email inquiries from Plan Members, Administrators and Advisors
• Respond promptly to Plan Member inquiries
• Handle and resolve customer escalations
• Obtain and evaluate all relevant information to handle inquiries and complaints
• Perform customer verification• Direct requests and unresolved issues to the designated resource to forward the escalation process
• Keep records of customer interactions and transactions accurately (phone logs)
• Record details of inquiries, comments, and complaints
• Record details of actions taken
• Communicate and coordinate with internal departments
• Follow up on customer interactions
• Request and review additional requirements by calling the clients or service providers where applicable
• Work with co-workers when necessary to resolve customer complaints
• Ad Hoc, Miscellaneous, and other duties as assigned