You�re legendary. We�re hiring. Let�s talk!

Apply today for an opportunity to join one of North America�s top insurance premium financing companies. Since 1977, our company has grown to more than 500 Associates and 30 locations across the United States, Puerto Rico, and Canada.

Every day, we work to deliver on our Corporate Mission Statement: �To be the market leader by delivering innovative financial and technology solutions to help our Customers, partners, and investors achieve their goals.�

How do we do that? By empowering and encouraging our Associates to provide products and legendary Customer service unparalleled in our industry

- Getting started: We offer a comprehensive paid training program that will make you feel prepared and excited about your role.
- Staying healthy: Our Employee Assistance Program (for when you need confidential support) helps you keep an eye on short and long-term goals and any bumps that pop up along the way. We are also proud to offer subsidies to support your health and fitness goals by providing gym membership subsidies.
- Registered Retirement Savings Plan: (RRSP) with matching employer contributions.
- Company culture: Our Associates are the foundation of our company and we want you to enjoy working here! With company lunches, corporate outings, and even the occasional ice cream truck, you never know what will pop up to make your day.
- Peace of mind: Our insurance benefits include medical, prescription, dental, vision, group term life, AD&D;, private duty nursing, paramedical services, and much more!

JOB SUMMARY:

The individual performing in this role will be responsible for providing Legendary service to agents and insured Customers in a timely and accurate manner. The Bilingual Service Support Representative will process incoming correspondence regarding policy maintenance, acknowledgements, return mail and other Customer service requests on paper and electronically. Written and verbal fluency in Quebecois French and English is required.

The annual compensation range for this position is $44,000 - $59,000 CAD

KEY RESPONSIBILITIES:

- Provide Legendary Service to all Customer inquiries (external and internal) by responding promptly and thoroughly to all requests.
- Respond to telephone inquiries from insurance brokers, insurance carriers and insured Customers regarding premium finance accounts. Properly document call conversation on each specific account.
- Assist brokers with understanding and utilizing our financial products and services.
- Communicate internally with Sales, Collections, Service, and finance as appropriate.
- Make outbound calls and/or generate letters to obtain additional account information.
- Forward requests to management to prevent imminent cancellation of policies by analyzing insured payment history and agency production.




- Request generation of manual notices in the absence of system-generated notices.
- Appropriately route requests for research and resolution of account transaction issues.
- Process return mail.
- Develop and maintain knowledge of tools used by our Customers, including our website, and available payment options. Effectively communicate the applicable features and advantages and provide training on their usage.
- Be knowledgeable of IPFS Best Practices and review procedural changes to ensure compliance with the organizations policies and procedures.
- Other duties as assigned.

REQUIRED SKILLS:

- 2 years Customer service experience, preferably in a call center environment
- A minimum of 1 year working in the financial or banking industry
- Computer proficient in a Windows-based environment
- Strong speaking and written communication skills
- Bilingual (FRENCH and English)
- Strong business office knowledge and skills
- Knowledge of the Insurance industry is preferred
- Very strong communication and business skills
- Proven problem-solving expertise
- Excellent organization and multi-tasking abilities
- Computer literate
- Ability to quickly learn new systems and procedures
- Exceptional customer service and contact management skills
- Positive attitude, highly motivated, ability to work independently in a team environment
- Written and verbal fluency in Quebecois French and English
- Position can be located in Vancouver or Toronto

EDUCATION QUALIFICATIONS:

A completed bachelor�s degree from an accredited university or a combination of post-secondary education and work experience

R�SUM� DU POSTE :

La personne titulaire du poste est charg�e de fournir un service l�gendaire aux agents et aux clients assur�s, avec pr�cision et en temps opportun. Le repr�sentant du service � la client�le et aux courtiers traitera la correspondance entrante sur la mise � jour des polices, les accus�s de r�ception, le retour du courrier et d'autres demandes de service � la client�le sur papier et par voie �lectronique. La ma�trise de l'�crit et de l'oral en fran�ais qu�b�cois et en anglais est requise.

PRINCIPALES RESPONSABILIT�S :

- Fournir un service l�gendaire aux clients (externes et internes) en r�pondant rapidement et compl�tement � toutes les demandes.
- R�pondre aux demandes de renseignements t�l�phoniques des courtiers d'assurance,



des compagnies d'assurance et des clients assur�s concernant les comptes de financement des primes. Documenter correctement la conversation t�l�phonique sur chaque compte sp�cifique.
- Aider les courtiers � comprendre et � utiliser nos produits et services financiers.
- Communiquer � l�interne avec les services des ventes, du recouvrement, � la client�le et des finances, s�il y a lieu.
- Faire des appels sortants et/ou r�diger des lettres pour obtenir des informations suppl�mentaires sur les comptes.
- Transmettre les demandes � la direction pour pr�venir l'annulation imminente des polices en analysant l'historique des paiements des assur�s et la production des agences.
- Demander la g�n�ration d'avis manuels en l'absence d'avis g�n�r�s par le syst�me.
- Acheminer de mani�re appropri�e les demandes de recherche et de r�solution des probl�mes li�s aux transactions des comptes.
- Traiter le retour du courrier.
- Acqu�rir et maintenir des connaissances sur les outils utilis�s par nos clients, y compris notre site Web, et les options de paiement disponibles. Communiquer efficacement les caract�ristiques et avantages applicables et fournir une formation sur leur utilisation.
- Conna�tre les primes et les pratiques exemplaires d'IPFS Canada et examiner les changements de proc�dure pour assurer la conformit� aux politiques et proc�dures de l'organisation.
- Autres t�ches, selon les besoins.

COMP�TENCES REQUISES :

- Deux ans d'exp�rience en service � la client�le, de pr�f�rence dans un environnement de centre d'appels.
- Au moins un an d'exp�rience dans le secteur financier ou bancaire.
- Tr�s bonnes connaissances de l'informatique dans un environnement Windows.
- Tr�s bonnes comp�tences en communication orale et �crite.
- Bilinguisme (FRAN�AIS et anglais).
- Tr�s bonnes connaissances et comp�tences en fonctionnement de bureau.
- Une connaissance du secteur de l'assurance est pr�f�rable.
- Tr�s bonnes comp�tences en communication et en affaires.
- Expertise av�r�e en r�solution de probl�mes.
- Excellentes capacit�s d'organisation et de gestion multit�ches.
- Bonnes connaissances en informatique.
- Capacit� d'apprendre rapidement de nouveaux syst�mes et de nouvelles proc�dures.
- Comp�tences exceptionnelles en service � la client�le et en gestion des contacts.
- Attitude positive, forte motivation, capacit� � travailler de fa�on autonome dans un environnement d'�quipe.
- Ma�trise de l'anglais et du fran�ais qu�b�cois � l'oral et � l'�crit.
- Le poste peut �tre situ� � Vancouver ou � Toronto

QUALIFICATIONS EN MATI�RE DE SCOLARIT� :

Dipl�me de baccalaur�at d'une universit� reconnue ou combinaison d'�tudes postsecondaires et d'exp�rience professionnelle.

#IPFSCANADA

📌 Bilingual Service Support Representative (Toronto)
🏢 Imperial PFS Canada
📍 Toronto