SUMMARY OF ROLE:

One of our long standing clients in the Insurance Industry is currently growing and in the process to support that growth, they are hiring a Bilingual Customer Analyst for a permanent full time opportunity. Below are the details for the role:

Shift: 8am-8pm, 8 hour shift within these time slots

Location: Hybrid, Markham

Role: Permanent Full Time

RESPONSIBILITIES:

• Respond to 30–40 daily inbound calls related to billing, ensuring efficient and courteous support.
• Provide high-quality service to licensed professionals, internal teams, and clients across various service channels.
• Partner with external vendors and underwriting contacts to investigate and resolve billing issues.
• Serve as the first point of contact for billing-related inquiries, representing the organization with professionalism.
• Address concerns via phone and email with clear, empathetic communication.
• Analyze customer needs and deliver effective, timely resolutions.
• Collect and organize essential information to support seamless issue resolution.
• Demonstrate accountability by owning customer interactions from start to finish.

QUALIFICATIONS

• Bilingual proficiency in French and English, with strong verbal and written communication skills.
• Previous experience (1–2 years) in a customer service or call center setting, preferably within a structured or regulated industry.
• Proven ability to manage multiple priorities in a dynamic and fast-paced work environment.
• Adaptable to changing processes, technologies, and team structures.
• Excellent phone and email etiquette, with a focus on professionalism and clarity.
• Comfortable using word processing tools, spreadsheets, and multiple digital platforms.
• Strong interpersonal skills with the ability to listen actively and respond empathetically.
• Skilled in identifying issues and providing appropriate solutions in real time.
• Dependable and punctual, with a strong record of consistent attendance.
• Flexible and open to working rotating shifts, including evenings or weekends as needed.

At Leap we are an Equal Opportunity and Affirmative Action Employer. That means all applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. Leap will not tolerate any discrimination or harassment based on any of these characteristics. Leap encourages applicants of all ages.