Bilingual Customer Service Representative

at  Cowan Insurance Group

Reporting to the Supervisor, Third Party Administration Call Centre, the in-bound Customer Service Representative will provide service excellence by professionally answering all incoming telephone calls and emails from plan members and service providers. Using several different inquiry systems/databases, questions include but are not limited to: claims adjudication, policy/benefit questions, member eligibility and monthly invoice questions.

WHO WE ARE:

Proudly independent and Canadian-owned, Cowan Insurance Group has been a true market leader in the insurance industry since 1927. With an extensive range of product offerings and integrated commercial and personal insurance, group benefits, and wealth management solutions, we provide our clients with outstanding customized, comprehensive insurance and risk management professional advice and placement.
Recognized as one of Canada’s Most Admired Cultures and a Canada’s Best Managed Companies Platinum Club Member, Cowan Insurance Group’s award-winning client-centric approach emphasizes innovation, excellence, and collaboration. Join our team as we prepare for our centennial celebration in 2027!

• Provide excellent customer service while responding to all inbound inquiries.
• Be attentive to the customer in order to fully understand their situation.
• Document all call information according to standard operating procedures.
• Remain current on program information, products, processes, and business initiatives.
• Use the company supplied ‘scripts’ when available.
• Assist in other departments as required.
• Flexible hours may be required at peak periods.