Customer Service Representative

Please note the location of this position must be based in the Greater Toronto Area.

Customer Service Representative

The ARAG Group, a global leader in legal expense insurance operating in 20 countries offers an innovative and comprehensive range of legal expense products and services for brokers, underwriting agents and insurers across Canada.

As part of our strategy to expand and strengthen our presence across Canada, we are looking for two Customer Service Representatives in Toronto.

Reporting to the Contact Centre Manager, the Customer Service Representative will serve as the first point of contact for customers. This role will handle inbound and outbound calls related to policy inquiries and information, claims assistance, and general support. This role will not be handling sales.

Please note due to the nature of the position this role will need to be onsite five days a week for the initial mandatory five-week paid training and three-month probation period, with the possibility of a transition to a hybrid schedule afterwards.

Schedule: Applicants must be available Monday to Friday, 8:00 AM – 8:00 PM EST, and will be offered the following shift options: 8:00 AM – 4:00 PM and 12:00 PM – 8:00 PM.

What Will You Do?

• Respond to customer queries regarding insurance policies, coverage, and claims promptly and professionally.
• Make outbound calls for follow-ups, policy renewals, or to provide additional information.
• Document all interactions in our CRM system with precision and clarity.
• Provide clear and accurate information in compliance with company policies and industry regulations.
• Handle complaints and difficult situations calmly and efficiently, escalating complex issues when appropriate.
• Work closely with internal teams (underwriting, claims, etc.) to resolve customer issues.
• Meet performance metrics including call handling time, customer satisfaction, and first-call resolution.
• Respond to inbound customer calls in a timely and professional manner.

About You:

• Excellent written and oral communication skills
• High school diploma or equivalent; post-secondary education is an asset.
• 2 years of previous experience in a call centre or customer service role, preferably within the insurance or financial services industry.
• Strong verbal communication and active listening skills.
• Ability to work efficiently in a fast-paced environment.
• Comfortable with using computer systems and customer management software.
• Professional, courteous, and empathetic approach to customer interactions.

We Offer:

• Competitive Base Salary including annual bonus plan
• Generous Employer Paid Benefits Plan, including RSP matching & Fitness Credit
• Paid Vacation Days and Personal Days

For more information about ARAG Canada please visit www.arag.ca/en/

We are an Equal Opportunity Employer. ARAG Legal Solutions Inc. is committed to equal employment opportunity and providing employment in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Any assessments and selection materials or processes used during the recruitment process will be available in an accessible format to applicants with disabilities, upon request. If contacted for an interview, please advise the Human Resources Generalist if you require disability-related accommodation.