Bilingual Customer Service Representative

Securian Canada

Bilingual Customer Service Representative supporting clients with inquiries at Securian Canada. Offering high-quality service while maintaining working flexibility in a hybrid environment.

Posted 5/11/2026full-timeMontreal • 🇨🇦 CanadaJunior💰 CA$45,000 - CA$55,000 per yearWebsite

About the role

Key responsibilities & impact

Respond to client or member inquiries regarding billing, account balances, refunds, certificates, plan details, products and services received through various communication channels;
Assess needs and handle each request in a professional, courteous and efficient manner, ensuring appropriate follow-up;
Use internal systems to gather and provide all necessary information to achieve first-contact resolution;
Track and record inquiries in the appropriate systems;
Update certificate details when required and ensure proper follow-up (type of coverage, coverage amount, certificate cancellations, updating beneficiaries or contact information, subscription requests to cancel coverage in replacement of new coverage, mass updates and/or mass cancellations);
Deliver consistent high-quality service while adhering to established processes and meeting productivity and quality objectives (KPIs);
Share ideas and observations to support continuous improvement;
Keep product and service knowledge up to date and participate in ongoing development training.

Requirements

What you’ll need

Post-secondary diploma (preferred);
Minimum of one year of customer service experience; experience in a call center, banking environment or insurance sector is considered an asset;
Excellent active listening skills as well as strong verbal and written communication skills;
Ability to explain decisions and procedures clearly, accurately and respectfully;
Comfortable using multiple software applications and able to learn new systems quickly;
Ability to manage multiple tasks simultaneously in a fast-paced environment;
Strong team spirit and collaborative attitude;
Proactive, self-directed and motivated by continuous learning;
Adaptable and comfortable with change;
Strong attention to detail;
Bilingual (French and English) required.

Benefits

Comp & perks

Flexible work arrangements with monthly financial allowances to support your work–life balance;
A generous amount of paid time off from the start, plus additional days off for each year of service;
One paid volunteer day so you can dedicate time to a cause you’re passionate about;
Paid personal and wellness days to support your overall well-being;
Education assistance up to $3,500 per year (with manager approval);
Flexible health and wellness account (in addition to comprehensive prescription drug and dental coverage) to help cover a wide range of wellness services that matter to you;
Up to 14% combined contributions to the RRSP matching plan;
Maternity/parental leave for families; and
Even more benefits and programs.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer servicebillingaccount managementfirst-contact resolutioncertificate managementproduct knowledgeservice knowledgedata entryKPI trackingmulti-tasking

Soft Skills

active listeningverbal communicationwritten communicationexplanation skillsteam spiritcollaborative attitudeproactiveself-directedadaptabilityattention to detail

Certifications

post-secondary diploma