Bilingual Member Experience Representative

GroupHEALTH Benefit Solutions

. Respond to inbound inquiries in English and French across phone, chat, and email .

Posted 10/6/2026full-timeRemote • CanadaMid-LevelSenior💰 CA$47,000 - CA$49,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates fluency in English and French, providing accurate and empathetic customer service across multiple channels. Possesses strong critical thinking skills and the ability to document interactions effectively while maintaining performance standards.

Highest-signal resume keywords

Fluency In English And FrenchCustomer Service ExperienceCritical ThinkingKnowledge Of SOPsContact Centre Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer ServiceDocumentationProblem ResolutionFollow-Up ManagementPerformance Management

Soft Skills

EmpathyCommunicationCollaboration

Certifications & Qualifications

High School Diploma

Industry Keywords

BenefitsClaimsInsuranceHealthcare

About the role

Key responsibilities & impact

Respond to inbound inquiries in English and French across phone, chat, and email
Assess inquiries, identify root causes, and determine appropriate resolutions
Use systems, SOPs, and knowledge resources to provide accurate and consistent responses
Document interactions, 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
Resolve member, provider, and client inquiries while contributing to an excellent member experience
Perform other duties as assigned by management

Requirements

What you’ll need

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
Must work within the company's core business hours
Ability to provide accurate, empathetic, and efficient service across phone, chat, and email
Ability to apply critical thinking and strong product knowledge
Ability to use systems, SOPs, and knowledge resources
Ability to document interactions clearly and manage follow-ups

Benefits

Comp & perks

Generous paid time off
Extended health and dental benefits
RRSP matching
Flexible work options
Wellness support, including comprehensive mental health resources
Supportive culture with opportunities to grow