Bilingual Client Service Specialist

At FIRST Insurance Funding of Canada (FIRST Canada), we are proud to promote a workplace that fosters growth and innovation. We employ a dedicated team of enthusiastic individuals who thrive in an entrepreneurial, fast-paced environment. Our open concept and creative culture fosters team work and presents opportunities for growth within the organization. FIRST Canada is an affiliate of Wintrust, a financial services company with more than $66 billion in assets.

Join the FIRST Insurance Funding of Canada (FIRST Canada) team.

We are a multi-year Globe and Mail / Morneau Shapell Employee Recommended workplace with an award-winning culture.

We offer a flexible, hybrid-work model and our FIRST Flex program offers opportunity to work internationally.

We have a comprehensive benefit package including:

• Health Benefits: including medical, dental, vision, life, and health spending account

• Financial Benefits: an RRSP plan with a generous company match and competitive compensation including discretionary or incentive bonuses

• Education Benefits: education reimbursement and on-demand learning courses

We have a dedicated team of enthusiastic individuals who thrive in an entrepreneurial, fast-paced environment.

We support work / life balance and promote growth-from-within opportunities.

Why join this team?

• We have a culture that encourages an entrepreneurial spirit
• We offer multiple opportunities for development and upward mobility

Job Description Summary

 The primary role of the Bilingual Client Service Specialist is to be the first point of contact for brokers and clients enquiries via phone and emails. Reporting to Bilingual Client Service Team Lead, this role will interact with customers to provide information about products and services and will maintain solid customer relationships by resolving customer issues and concerns with speed and professionalism. The role requires excellent communication skills, strong attention to details and an ability to go the extra mile to ensure customer satisfaction.

What You’ll Do

Essential Duties and Responsibilities

• Provide extraordinary level of customer service to brokers and clients.
• Promptly respond to customer queries via email and phone in a polite, helpful and professional manner at all times
• Follow through on all actions within the agreed timelines with the client providing same day service and managing the client’s expectations of next steps
• Immediately escalate serious complaints or issues that you are not equipped to deal with.
• Liaise with colleagues or leaders to find the best solutions to customer’s issues
• Identify common problems and escalate them to management, along with possible suggestions for improvement, wherever possible.
• Obtain and share customer feedback with colleagues and other departments so that products and services can be improved.
• Familiarize yourself with new products and services as they are introduced.
• Ensure all information is 100% accurate the first time and all client interactions are well documented
• Provide brokers with FirstInsite web support (navigation, password changes, etc.)
• Perform other related duties as required

Knowledge/Skills/Abilities required

• Highly articulate with excellent verbal and written communication skills both in English and French
• Client service/Call Centre experience preferred
• 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
• 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

Training/Education/Experience Qualifications

• College or University Degree.
• 3-5 years of customer service experience ideally within the Insurance/Financial Services industry