Bilingual Customer Experience Agent -Call Center

Together, we help people, businesses, and society prosper in good times and be resilient in bad times.
In return, we promise to provide support, opportunities and performance-led financial rewards at a workplace where you can shape the future, win as a team and grow with us.
Our Accounts Receivable team is seeking dedicated bilingual Customer Accounts Representatives to provide exceptional service to our brokers and clients in a fast-paced call center environment. As a customer service agent, you will be on the front line of client interaction and become a true specialist in resolving issues and answering questions related to billing and insurance premium payments.
If you’re passionate about turning every interaction into a positive experience and want to thrive in a dynamic, fast-paced call center environment where each day brings new challenges and growth opportunities, this role is for you!
During training:
Monday to Friday, 9 a.m. Monday to Friday, 9 a.m. After Training
~40 hours/week, evenings. Monday to Friday, 11 a.m. Evening premium of 6% applied to the entire shift

This hybrid role (remote and on-site, on a weekly basis) is available at our offices in Laval (600 Lucien-Paiement) or Montreal (2020 Robert-Bourassa Blvd).
Understand and respond to the needs of clients and brokers regarding billing, and provide timely, appropriate guidance—by phone in an inbound call center environment and by email using clear, concise written communication.
Meet call center performance metrics and commit to maintaining processing times and adherence ratios that align with company expectations.
Perform various billing tasks such as adding or updating banking information, modifying payment schedules, processing and reviewing premium refunds, and providing other assistance to clients and brokers regarding account needs.
Promote an exceptional client experience by encouraging the use of our self-service tools and guiding clients in using digital tools specific to Accounts Receivable.
Ensure accuracy and maintain high-quality work.
Follow applicable work procedures while striving to achieve key performance indicators.
High school diploma or Canadian equivalent.
Mandatory bilingualism (French and English). Must be able to answer calls and provide services to an English-speaking clientele on a regular basis.
At least one year of customer service experience, preferably in a call center.
Prior experience in billing, collections, and/or the banking sector will be considered a strong asset.
Strong customer service skills to maintain positive business relationships, negotiate tactfully, and resolve issues.
No Canadian work experience required, but authorization to work in Canada is necessary.
At Intact, our Value of respect is founded on seeing diversity as a strength. We encourage applications from individuals who are members of equity-deserving groups, including but not limited to women, Indigenous peoples, persons with disabilities, Black people, and members of the 2SLGBTQI+ community.
As part of Intact’s commitment to reconciliation, we acknowledge that we work, meet and travel across the land currently called Canada, originally inhabited by First Nations, Metis and Inuit people. We have policies to ensure equal access and participation for people with disabilities, including providing workplace adjustments (accommodations). A copy of applicable policies is available on request.
Please note that Intact does not provide sponsorship or other support for immigration-related matters including but not limited to employer-specific closed work permits. If you are an employee of Intact or belairdirect, please apply for this role on Internal Career Site.