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Bilingual Customer Service Rep (Licensed Insurance Advisor)

Department: Customer Service
Reports to: Customer Service Supervisor
Location: Mississauga, ON

Who we are

At TuGo, we’re committed to helping travellers and partners have better experiences. To sum it up: We help—however we can. That’s why we’re one of Canada’s leading travel insurance providers and a Canada’s Best Managed Company!

We’re a team of specialized experts, dedicated to first-class customer service and claims assistance. We’re looking for a Bilingual Customer Service Rep (Licensed Insurance Advisor) to join our team, in our Mississauga, ON office.

TuGo is privately owned with headquarters in Richmond, BC. We have over 170 employees in offices across Canada.

What you'll do

  • Create and maintain positive traveller/partner relationships by responding to questions/problems/changes or escalating them as appropriate.
  • Respond to partner requests for product information, clarify policy wording, and confirm rate calculations. Provide information on reporting procedures, renewal processes, claims and other TuGo services.
  • Process partner requests for renewals, extensions and upgrades.
  • Sell and cross-sell TuGo’s products in accordance with established procedures and scripts.
  • Process sales by coding information into phone and computer systems; correct errors after verification.
  • Remain up-to-date on all insurance products, procedural changes, industry information, and the computer and phone systems.
  • Follow-up with partners on policy applications that have not been remitted in order that claims can be processed.
  • Respond to phone inquiries regarding coverage and how to make a claim.
  • Perform other duties as required.
  • 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.

What you'll bring

  • Degree or diploma in business or other discipline
  • 2+ years experience in a contact centre or customer service environment
  • Verbal and written fluency is required in an additional language, preferably French.
  • Successful completion of Level One Insurance Licence (within 1 month of start date)
  • A passion for getting the details correct
  • Ability to learn quickly and apply knowledge of policy wording to accurately sell policies and provide service to travellers
  • Ability to pass a criminal record check as required by insurance councils for licensing
  • Ability to work our 9-5:30 or 10-6:30 M-F shift (37.5hrs/wk)
  • 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 being purposeful, achievement-oriented, cohesive, evolutionary and treating others as you want to be treated
  • A strong customer experience focus
  • A passion for continuous learning and professional achievement
  • A passion for travel

Contact Centre Hours (Eastern time): M-F 9-9; Sat 10-7 (Sat = rotation). Shifts do not change unless required.

Apply to TuGo

If you’re passionate about providing better customer experiences, and this position fits your career plan, send your resume and cover letter to: careers@tugo.com

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How to Apply

To apply for any position, send your cover letter and resume to us:

Email

careers@tugo.com

Fax

604-276-9409

Mailing Address

Human Resources - Careers
TuGo
11th Floor - 6081 No.3 Road
Richmond, BC, V6Y 2B2

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