Bilingual Customer Service/Licensed Insurance Advisor

TuGo is a company that specializes in travel insurance, and they are seeking a Bilingual Customer Service/Licensed Insurance Advisor. The role involves maintaining positive relationships with travellers and partners, selling and cross-selling TuGo products, and responding to inquiries regarding coverage and claims.

Responsibilities:

• 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 answering 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

Requirements:

• Degree or diploma in business or other discipline
• 2+ years of experience in a contact centre or customer service environment
• Excellent written and verbal English plus French communication skills required
• 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
• 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
• Travel insurance industry experience is a highly desired asset