Bilingual Customer Service Rep / Licensed Insurance Advisor

Summary

You act as the primary contact for our travellers & partners.  You create and maintain positive traveller/partner relationships.  You proactively cross-sell and represent the benefits of TuGo products.

• Create and maintain positive traveller/partner relationships by responding to questions/problems/changes or escalating them as appropriate.
• Respond to partner requests for assistance with locating product information, clarifying coverage questions, and confirming rate calculations. Help guide them on how best to utilize the services available to them on the Partner Platform, as well as answer questions on other claims and TuGo services.
• Sell and cross-sell TuGo’s products in accordance with established procedures and scripts.
• Remain up to date on all insurance products, procedural changes, industry information, and the computer and phone systems.
• Respond to phone inquiries regarding coverage and how to make a claim.
• Achieve performance targets.
• Collaborate and communicate effectively with team members and all other teams.
• Responsively and effectively handle issues.
• Look for ways to improve customer experience.
• Promote and model TuGo culture, values, and brand promise.
• Continuously build professional and technical expertise.
• Other duties as required.

• Degree or diploma in business or other discipline
• 2+ years of experience in a contact centre or customer service environment
• Verbal and written fluency is required in an additional language, preferably French, Mandarin or Cantonese
• Successful completion of Level One insurance licence (within 1 month of start date)
• Ability to learn quickly and apply knowledge of policy wording to accurately sell policies and provide service to travellers
• A successful criminal record check is a requirement of the position as required by insurance councils for licensing
• Ability to work our 9am-5pm M-F shift and Saturdays on rotation
• Travel insurance industry experience is a highly desired asset
• Excellent written and verbal English communication skills
• Strong team player and positive contributor
• Proficient in MS Office Suite and able to learn applications quickly
• Well-developed analytical, problem-solving, and decision-making skills
• Able to consistently live our values of valued, effective and trusted
• A strong customer experience focus
• A passion for continuous learning and professional achievement

Contact Centre Hours (Pacific time): M-F 6-6; Sat 7-4. Sat = rotation. Shifts do not change unless required.

* Remote options may be available for those already licensed.