[Hiring] Bilingual Member Experience Representative @GroupHEALTH Benefit Solutions

Role Description

The Bilingual Member Experience Representative will deliver accurate, empathetic, and efficient service in both English and French across phone, chat, and email channels. Reporting to the Supervisor, Member Experience Contact Centre, this role applies critical thinking and strong product knowledge to resolve member, provider, and client inquiries while meeting performance expectations and contributing to an excellent member experience for English and French-speaking members.

This is a remote role within Canada. We are open to candidates across the country, however you must work within our core business hours.

What to Expect in Your First 3 Months

• First 30 Days: Deliver accurate, complete, and empathetic responses in English and French across all supported channels.
• First 60 Days: Complete full cross-training across benefit types and channels, and meet or progress toward established KPIs (AHT, quality, adherence).
• First 90 Days: Effectively resolve inquiries at first contact where possible, and contribute to a consistent and reliable experience for English and French-speaking members.

What You'll Do

• Respond to inbound inquiries in English and French across phone, chat, and email, adapting communication to the channel and audience.
• Apply critical thinking to assess inquiries, identify root causes, and determine appropriate resolutions.
• Use systems, SOPs, and knowledge resources to provide accurate and consistent responses.
• Document interactions clearly, including actions taken and required follow-ups.
• Participate in cross-training and ongoing learning across benefit types and channels.
• Maintain performance expectations across AHT, quality, and adherence.
• Escalate queries appropriately using defined processes.
• Identify recurring issues and share observations with leadership.
• Perform other duties as assigned by management.

Qualifications

• Fluency in English and French, both written and verbal, is required.
• High school diploma required; post-secondary education in business, healthcare administration, insurance, benefits, or customer service is an asset.
• 1 year of customer service experience is preferred; contact centre, benefits, claims, insurance, or healthcare-related experience is an asset.

Critical Competencies

• An Effective Communicator – Communicates clearly and respectfully in English and French, and navigates difficult conversations with tact and diplomacy.
• A Client Centric Professional – Prioritizes the needs of internal and external clients, takes ownership, and strives to meet or exceed expectations.
• A Change Embracer – Thrives in a constantly changing environment, stays resilient, and is unafraid to challenge the status quo.
• A Team Player – Values diverse perspectives and is committed to the team's success and shared objectives.
• An Organized Planner – Plans and schedules work efficiently, focuses on key priorities, and stays on track to meet deadlines.
• An Innovator – Seeks new and better ways of doing things and encourages experimentation.
• A Continuous Learner – Seeks opportunities to learn and grow, and takes ownership of their own development.

Compensation

At the time of this posting, the estimated annual base salary for this position is $47,000 - $49,000. Individual compensation within this range is determined by factors such as job-related skills, relevant experience, and education/training. This range reflects the annual base salary only and does not encompass the comprehensive total rewards package that we proudly offer.

Benefits

• Generous paid time off, extended health and dental benefits, RRSP matching, and flexible work options.
• Wellness support, including comprehensive mental health resources, to prioritize your well-being both in and out of the workplace.
• A supportive culture, with opportunities to grow, and where our team members feel valued and empowered to thrive.

Accommodation and Inclusion

GroupHEALTH is committed to equity, diversity, and inclusion. If you need accommodation during any stage of the hiring process, please let us know! We're here to help.

If you're ready to do meaningful work and grow your career with GroupHEALTH, we'd love to hear from you. Click Apply to submit your application.