Job Description

*This is a 12 month contract position
*Fluency in English & Spanish or Italian is required for this role

The Bilingual Customer Service Representative provides accurate policy benefit information on the phone face to face and by via email to members covered under the L.I.U.N.A. Local 183 Canadian Construction Workers Union (CCWU) Members Benefit Trust Fund. He or she provides courteous and professional customer service while maintaining departmental standards. This is a fixed term position.

Working Hours:
9:00am to 5:00pm Monday Tuesday Thursday
9:00am to 5:00pm Wednesday; 12:00pm to 8:00pm two Wednesdays/month
8:30am to 4:30pm Friday
7:00am or 8:00am to 12:30pm Saturday (twice/month)

Overtime may be required to ensure customer services staff is evenly scheduled for the rotating shifts.

The Bilingual Customer Service Representative will:

• Assist members in a courteous and professional manner to understand their individual benefits and entitlements

• Answer member enquiries promptly and accurately whether received in person by phone or email

• Promptly redirect any unusual enquiries to the appropriate senior or management staff member

• Understand and utilize the Telus Adjudicare CRM and AS400 systems

• Provide member guidance in completing various forms.

• Maintain security and confidentiality of client records

• Verify member and or dependent eligibility information for optical appointments

• Assist with placing notes on the AS400 or CRM systems and mailing the Advantage benefit cards

• Review and confirming optical and dental clinic generators

• Review and respond to emails

• Review and forward emails received to the correct departments

• Perform other duties as may be assigned from time to time by Management

To be successful as a Bilingual Customer Service Representative (Term) at BPA you will need:

• Fluency in both English & Spanish or Italian ( required )

• High school diploma or equivalent

• 6 months or more experience in a call center environment

• Previous customer service experience related to group benefits

• Previous experience in office administration and clerical processes

• Knowledge of Italian and/or Portuguese Spanish languages

• Strong verbal and written communication skills

• Strong attention to detail with exceptional organization skills

• Intermediate computer skills in the use of related computer applications including Microsoft Word Excel Outlook AS400 CRM Telus and Adjudicare.

• Compliant with government regulation pertaining to the Privacy Act (PPEIDA);

• Participation in Company sponsored insurance programs such as FLMI ACS ALHC C.E.B.S. and successful completion of these courses of study during tenure in the position

• To be a cooperative team player with strong interpersonal skills

• Exceptional customer service skills

BPA is a division of People Corporation and has served members and beneficiaries in their local communities since 1958. BPA is dedicated to providing a superior benefits experience to our members businesses and trusts in the local communities in which they live and operate.

Providing an inclusive accessible environment where all employees and clients feel valued respected and supported is something were committed to. We are dedicated to building a workforce that reflects the diversity of the communities in which we live and to creating an environment where every employeehas the opportunity toreach their potential. If you require an accommodation or an alternative format of any posting please reach out to .

Required Experience:

Unclear Seniority

Job Tags

Full time, Contract work, Fixed term contract, Work at office, Local area, Rotating shift,

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