Customer Service Advisor (Bilingual)

About Us Echelon Insurance provides Personal and Commercial Specialty Insurance solutions to protect Canadian families and businesses across Canada, through our trusted network of Broker partners. Echelon is a member of the CAA Club Group of Companies and is an equal opportunity employer who offers a professional environment that champions collaboration, trust, and growth to drive success. We cultivate a great working dynamic to help us deliver what is best for our associates, Brokers, and Customers.

Benefits

Work‑life harmony with access to an award‑winning holistic wellness program

Continuous learning through our robust corporate curriculum and education reimbursement program

Incredible rewards, travel incentives and product and service discounts

Pay‑for‑performance and best‑in‑class recognition programmes

Competitive benefits that include a defined contribution plan, a personal spending account, and so much more

Position Details What You Will Do

Provide quotes/sales on Travel Insurance to potential customers by responding to incoming telephone requests from the sales and backup for IMU queues

Quote and bind customers on Travel Insurance policies over the phone using proper questioning techniques to identify their travel insurance needs, sales techniques and applying all appropriate underwriting guidelines

Uphold company standards of the department and regulatory bodies

Provide technical and product support to CAA Associates and external partners in a timely and efficient manner, exceeding customer service standards and KPI goals of the department

Resolve minor issues through changes or work‑around suggestions; Escalate support for configuration or system issues or for technical issues

Correspond with internal and external partners or new policyholders as required

Who You Are

Excellent verbal and written communication skills: advanced French and English is required

Post‑secondary education completion; university degree an asset

2‑4 years customer service experience, with exposure to a call centre environment an asset

Insurance experience is an asset, preferably Travel Medical

A & S licence is preferred

Very good analytical skills and aptitude for problem solving

Ability to navigate different computer systems

Good working knowledge of Microsoft Office (in particular Word and Excel)

Ability to multi‑task

Strong inter‑personal skills, empathy, excellent attention to detail, team and customer‑service oriented

Work capacity in accordance with variable hours

Hours Of Operation Monday‑Friday 8:00am – 8:00pm Saturday 9:00am – 5:00pm Employees may be required to work any shifts within these hours

Office Location CAA Thornhill Office, 60 Commerce Valley Drive, Thornhill, Ontario

Commitment We are an equal opportunity employer and are committed to providing employment accommodation in accordance with all applicable Provincial Human Rights and Accessibility Legislation. CCG will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs.

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