Reporting to the Supervisor, Absence and Administrative Support, Wellness & Disability, the Bilingual Leave Specialist is responsible for providing high quality customer service by professionally answering all incoming telephone calls and emails from plan members, clients and internal departments regarding disability and leave of absence products and services.

What you will do:

- Provide exceptional customer service while demonstrating compassion, professionalism and integrity when managing confidential and sensitive disability claims and leaves of absence files
- Maintain current knowledge of all Employment Standards Act (ESA) leaves, including legislated leaves of absence, eligibility requirements, duration and entitlements, notice and documentation requirements and employer obligations
- Interpret and apply ESA legislation requirements to support the accurate registration administration and management of legislated leaves of absence
- Provide guidance to clients and internal business areas regarding ESA leave provisions, eligibility criteria, required documentation, applicable timelines and leave administration processes
- Register disability claims and leaves of absences on behalf of clients ensuring accurate administration, client special handling processing and accurate record maintenance and communicate leave process
- Ensure all client workflows and leave administration procedures are accurate, current and consistently followed, including client specific requirements and special handling instructions
- Obtain, review and maintain required forms, medical certificates, documents, Employment Insurance (EI) and Quebec Parental Insurance Plan (QPIP) statements in accordance with the leave management and client policies




- Assess leave requests against applicable ESA legislation eligibility and identify situations requiring clarification, additional documentation or escalation
- Maintain accurate and complete file records, including documenting verbal communications, uploading written correspondence and documents received, record decisions and actions take for file resolutions
- Transmit time sensitive file support and non support decisions and communications to clients and internal payroll team
- Monitor leave timelines, outstanding documentation processes and required follow up activities to support legislative compliance, timely claim management and appropriate progression
- Support client satisfaction by delivering exceptional customer service, adhering to established service standards and maintaining live call answer expectations based on client’s service agreement
- Participate in team meetings, huddles, projects and ongoing learning opportunities to strengthen legislative knowledge, procedural consistency and service delivery
- Support risk management by maintain a clean and accurate caseload, proactively addressing outstanding actions identified through key performance indicator (KPI) reports and achieving audit scores of 90% or higher

What you will bring:

- Bilingual proficiency in English and French, spoken and written is required




- High school diploma or equivalent; post-secondary education is an asset
- Working knowledge of Employment Standards Act (ESA) legislated leaves of absence, eligibility criteria, employee entitlements, employer obligations and applicable documentation and notice requirements
- Ability to interpret and apply legislative requirements, policies and procedures to the administration of leaves of absence
- Understanding of the relationship between legislated leaves of absence, employer sponsored plans and applicable benefit administration processes
- Knowledge of claim management procedures, record keeping and retention practices
- Ability to learn and navigate competing priorities, multitask and working effectively under pressure and shifting priorities
- Ability to work independently and collaboratively as part of a team
- Demonstrated ability to communicate sensitively, tactfully, diplomatically and professionally when handling confidential information and responding to employer and employee inquiries
- Highly developed customer service skills
- Proficient in MS Office – Word, Excel, PowerPoint and Outlook with robust attention to accurate data entry

Who we are:

Proudly independent and Canadian-owned, Cowan Insurance Group has been a true market leader in the insurance industry since 1927. With an extensive range of product offerings and integrated commercial and personal insurance, group benefits, and wealth management solutions, we provide our clients with outstanding customized, comprehensive insurance and risk management professional advice and placement.

Recognized as one of Canada's Most Admired Cultures and a Canada's Best Managed C

📌 Bilingual Leave Specialist (Canada)
🏢 Cowan Insurance Group
📍 Canada