Bilingual Client Service Specialist

Reliability ∙ Growth ∙ Innovation

Bilingual Client Service Specialist

Reports To: Client Care Manager



Position Summary:

The primary role of the Bilingual Client Service Specialist is to be the first point of contact for all broker and client enquiries via phone and emails.



 Location: Ontario/Toronto


Essential Duties and Responsibilities:

  • Provide extraordinary level of client service to brokers and clients.
  • Answer all incoming calls providing “First Call resolution” while developing strong broker/client relationships
  • Provide brokers with Web quote support (password changes etc)
  • Monitor email and voicemails to ensure all requests are resolved within established service levels
  • Follow through on all agreed actions within the timelines agreed with the client providing same day service and managing the client’s expectations of next steps
  • Escalate issues/errors when appropriate or when unable to complete to the client’s satisfaction
  • Ensure all information is 100% accurate the first time and all client interactions are well documented
  • 95% of this role will require direct contact with brokers and clients via phone or email.
  • Other job related duties as assigned to meet ongoing needs of the organization


Knowledge/ Skills/ Abilities Required:

  • Highly articulate with excellent verbal and written communication skills - French/English
  • Client service/Call Centre experience
  • Must have strong organizational and prioritization skills
  • Be self-motivated and proactive
  • Possess an energetic and enthusiastic approach to your work and a desire to go the extra mile in client service
  • Be a strong team player, able to build relationships with team members and internal and external clients
  • Display strong attention to detail and have good abstract reasoning skills
  • Demonstrate a flexible attitude towards change and the ability to adapt to new situations
  • Strong knowledge of Outlook, Excel and MS Word


This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned to meet the ongoing needs of the organization.

This is an equal employment opportunity. FIRST Insurance Funding of Canada welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.



Training/ Education/ Experience Qualifications:(Include licenses and certifications)

  • 5 + years of Call Centre experience required preferably within Insurance or Financial Industries.
  • College Diploma and/or 1-3 years work related experience ideally within the Insurance/Financial Services industry.
  • Must be fluent in both French and English written/verbal communication