Job Description

Bilingual Customer Service Representative

Department: Customer Service

Employment Type: Permanent - Full Time

Location: Toronto, ON

Reporting To: Adriana Socorro

Compensation: $45,000 - $55,000 / year

What we do every day to be our very best


Every day at Securian Canada means a day spent helping Canadians and their families build secure tomorrows. We’re agile and innovative, and we aren't afraid to challenge and create, or bring diverse perspectives to our work.

Who we need

As a Customer Service Representative, you will provide consistent, high-quality client service experience to a variety of customers and stakeholders who contact the Client Care Centre. You will play a key role in creating positive customer experiences and building customer loyalty by delivering accurate and timely information. You will also navigate multiple system applications to gather the necessary information and effectively resolve customer issues and inquiries.

For this position, you will be working from 12 p.m. to 8 p.m. from Monday to Friday.

The current work arrangement for this team is hybrid and includes occasional in‑office presence at the downtown Toronto office, approximately twice per month.

The starting salary range for this position is between $45,000 and $55,000, depending on experience. Details of our other benefits are provided below.

This posting is for an existing vacancy.

We use artificial intelligence tools in our recruitment process to help with application review and improve the efficiency of our assessments. These tools are used responsibly and do not replace human decision-making, as we continue to manually review all applications.

What you will do

• Respond to customer enquiries through various communication channels
• Communicate, including in writing, in clear, correct, concise, professional and positive ways
• Assess customer needs and address issues in a timely manner, including appropriate customer follow-up
• Contribute to a positive, supportive work environment by attending work daily, by accepting assigned tasks as required to meet business needs
• Deliver consistent, quality service to customers
• Meet required productivity and quality objectives
• Use online systems to gather information required and resolve issues
• Track and monitor customer issues using online systems
• Provide complete information and includes any additional information to ensure First Contact Resolution
• Raise and vet ideas and trends to promote continuous improvement
• Promotes other financial services and options as appropriate

What you will bring

• Strong proficiency in English for communication with customers and colleagues in all locations.
• Strong proficiency in French for communication with customers and/or colleagues in Quebec, as required.
• Strong collaboration skills
• Advanced communication and service skills
• Strong skills in adaptability, responsibility to team and customers
• Proficient Business Writing skills
• Strong attention to detail
• Ability to multi-task and maintain a fast pace

Why join?

When you’re a part of Securian Canada, you’re a member of an agile and innovative, high-performing, bright-thinking, make-things-happen culture – so that together, we can discover the art of possible.

At our company, we see your potential on day one and challenge you to grow your unique strengths as you create a career filled with opportunity, collaboration, and purpose.

You’ll also be part of a team that’s committed to diversity, equity, and inclusion, and who values diverse perspectives, so that you can be the person you want to be – both in, and outside, work.

Securian Canada offers a competitive total rewards program with a variety of perks and benefits, including:

• Flexible work arrangements with monthly financial allocations to support your work-life balance;
• Generous starting paid vacation time, plus additional vacation days for every year of service;
• Paid volunteer day so you can dedicate time to a cause you are passionate about;
• Paid personal and wellness days to support your total wellbeing;
• Educational assistance of up to $3,500 a year (with approval from your manager);
• Flexible health and wellness account (in addition to comprehensive drug and dental coverage) to help pay for a wide range of wellbeing services that are meaningful to you;
• Up to 14% of combined contributions to the RRSP matching program;
• Family-friendly maternity/parental leave and,
• Many more benefits, perks and programs.

If you have at least 70% of the qualifications we're looking for, want to work in a fast-growing, leading and progressive company, and feel driven to help Canadians and their families build secure futures – we want to hear from you!

Take the first step in building your future with Securian Canada. Apply now.

Securian Canada is committed to providing a barrier-free work environment and equal access to employment for all qualified applicants. As such, upon request, Securian Canada will work with applicants that require reasonable accommodations during the recruitment process. Please contact careers@securiancanada.ca for accommodation requests. All information shared during any accommodation request process will be stored and used only in a manner that is consistent with applicable laws and Securian Canada/Canadian Premier Life Insurance Company policies.