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About the Role
Join our dynamic, fast-moving, international group and help shape the future of care. We are searching for an experienced, Bilingual Agent Case Manager candidate to join our team and contribute to the building of the local operations in Canada. The Canadian business unit will strategically focus its efforts on the Travel Insurance industry with the distribution of product offerings and associated service solutions to key stakeholders for their customers traveling abroad or within Canada.
Responsibilities
- Act as a responsive first point of contact, delivering professional, attentive, and empathetic service to clients initiating a claim and providing on and post-trip assistance in a 24/7 environment.
- Take personal accountability for delivering superior client experience, including effective problem resolution.
- Identify client needs, offer value-added advice, and proactively triage and action claims to manage medical, operational, and reputational risks.
- Initiate travel insurance claims, ensuring accurate contact information, travel dates, loss dates, and reserves.
- Respond efficiently to client needs, keeping them connected while capturing claim-specific information and providing insurance benefits and claim details.
- Support claimants with the claim filing process and required documentation.
- Communicate collaboratively with decision-makers and managers.
- Assess, handle, and triage incoming calls and initiate outbound calls to service partners.
- Support the Nursing team.
- Provide on-trip assistance to clients, including referrals for medical care and arrangements for flights and hotels.
- Demonstrate commitment to taking ownership and accountability of client problems at the first point of contact.
- Make decisions to obtain missing information, weighing cost-effectiveness and reputational impact.
- Protect client privacy and confidentiality according to established guidelines.
Requirements
- High school diploma.
- Superior communication skills.
- Ability to adapt to fluctuating call volumes and prioritize work for efficiency.
- Fluency in French.
- Availability for all shifts in a 24/7/365 call centre environment.
Skills
- Case management
- Client service
- Problem resolution
- Risk management
- Claim initiation
- Communication
- Adaptability
- Prioritization
Location
- Toronto, Canada
Work Type
- Hybrid
- Remote
- Full-time
Experience Level
- Experienced
Education Level
- High school diploma
Salary/Compensations
- $60k – $63k (salary plus bonus)
Benefits
- Accommodation requests for applicants with disabilities are supported.
About the Company
- We are the world’s premier care partner, providing the world’s leading institutions and their customers and employees with insurance, assistance and prevention services that free them to make the most of every moment.
- Our roots in assistance, and long history in insurance, have shaped a culture of care and innovation that sets us apart.
- We are a fast-paced, agile and growing organization.
- We empower our people at all levels to act with confidence and authenticity.
- We keep our structure streamlined and deploy industry-leading technology.
- Care is at the heart of who we are and extends far beyond just our customers.
- We are one, international team — shaped and enhanced by the many cultures and perspectives we represent.
- We are committed to ensuring everyone that works with us feels valued and equipped to flourish.
- We care for our planet: taking pride in our industry-leading initiatives towards building a sustainable business.
Equal Opportunity
- We welcome candidates from all backgrounds and are dedicated to creating an inclusive environment where everyone can thrive.
- All AI-assisted evaluations are conducted in accordance with applicable privacy and employment regulations.