Jr. Bilingual (French / English) Customer Analyst to aid brokerages for a large insurance client - 2669

Jr. Bilingual (French / English) Customer Analyst to aid brokerages for a large insurance client - 2669

Duration: 6 months (possibility of extension)

Location: Markham - Hybrid; 2 times/week (Starting shift needs to be flexible. Our business hours are Monday - Friday 8am - 6pm. Start times can be anywhere from 8am-10am. Dedicated days are Tuesday and Wednesday unless required for other days but the expectation is that agents are to report 100% into the office.)

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. This is an opportunity for you to excel in a position that appreciates your bilingual proficiency and commitment to delivering excellent customer service.

Come join our team!

Must Have Skills:

• 1-2 years of experience in a customer service or contact center role

• Bilingualism (French and English)

• Proficiency in relevant computer applications and call center systems

Nice To Have Skills:

• College or University Degree, preferably in Business Management or a related field.

• Basic understanding of broker operating environments and insurance principles.

• Basic knowledge of Underwriting principles.

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.

• Identify trends with brokers and take the lead to work with the BD team on training initiatives.