Int. Bilingual (French/English) Analyst to provide support to brokers and customers for a large insurance client - 2658

Int. Bilingual (French/English) Analyst to provide support to brokers and customers for a large insurance client - 2658

Duration: 6 months

Location: Markham

As a Bilingual Customer Analyst, you will have a crucial role in aiding brokerages to access assistance, offering guidance, and providing in-depth technical support and troubleshooting.

Must Have Skills:

• 2+ years of experience in a customer contact center.
• Proficiency in relevant computer applications and call center systems.
• Bilingual proficiency in French and English
• Insurance/Fi industry exp

Nice To Have Skills:

• Basic understanding of broker operating environments and insurance principles.
• Basic knowledge of Underwriting principles.
• College or University Degree, preferably in Business Management or a related field.

Job Responsibilities:

• Respond to all phone calls and emails from brokerages, LIAs, and internal collaborators regarding system access, support requests, and mentorship inquiries.
• Deliver a high standard of customer service characterized by clear communication, integrity, timeliness, and accuracy of technical information.
• Ensure that ticket lifecycles do not exceed defined standards.
• Log requests, follow up on outstanding items, and communicate instructions and status updates to users in a clear, professional manner.
• Build, modify, and remove system access as requested, closely adhering to defined standards.
• Provide support on systems when called upon by peers, particularly junior members.
• Maintain up-to-date knowledge of supporting systems and provide cross-training as needed.
• Prioritize and manage multiple requests based on the urgency and impact of each request.