At a Glance
- Tasks: Handle inbound and outbound calls to collect medical information for insurance applications.
- Company: Join Canada Life, a trusted company improving the well-being of Canadians.
- Benefits: Competitive salary, health benefits, career development, and flexible work options.
- Other info: Hybrid work model with opportunities for career advancement and community involvement.
- Why this job: Make a real impact while working in a supportive and structured environment.
- Qualifications: Bilingual in French and English, with call centre or healthcare experience preferred.
The predicted salary is between 43300 - 58600 £ per year.
We are currently hiring a Customer Service Representative to join our Creditor Underwriting Call Centre team. In this role, you will handle inbound and outbound calls with applicants to collect medical information and complete standardized medical questionnaires. Accuracy, professionalism, and comfort with medical terminology are critical, as the information you gather directly supports underwriting decisions. This position is well suited to someone who enjoys working in a structured call‑centre environment, follows defined processes, and is confident discussing medical information with empathy and clarity.
What You Will Do
- Manage a high volume of inbound and outbound calls in a call‑centre setting
- Speak with insurance applicants over the phone to obtain medical information using guided questionnaires
- Accurately document medical disclosures using approved systems and workflows
- Process creditor insurance applications in accordance with underwriting requirements
- Work closely with underwriters to request or clarify additional medical information
- Maintain confidentiality and handle sensitive medical information with care and professionalism
- Meet established performance expectations, including quality, productivity, and schedule adherence
- Provide a respectful, inclusive, and supportive experience for all applicants
What You Will Bring
- Bilingualism (fluent in French and English) required, as the position will regularly serve our clients with English and French-speaking needs
- Experience in a call centre, healthcare, insurance, or other structured phone‑based role
- Medical terminology knowledge (course completed or currently in progress is required)
- Comfort discussing medical information clearly, accurately, and sensitively over the phone
- Strong listening skills and the ability to follow structured questionnaires and scripts
- Excellent attention to detail and high‑accuracy data entry and keyboarding skills
- Ability to work in a fast‑paced, highly structured environment
- Professional judgement and a strong commitment to confidentiality
- A positive, collaborative approach to working with applicants and internal partners
Reliability Status Security Clearance – this can only be completed with candidates who receive an offer of employment. This is a personal security status that is required as a condition of employment before an employee can gain access to Protected B information, assets or work sites as outlined by the Government of Canada website. The cost of submitting these checks will be covered by Canada Life.
This role follows a hybrid work model, with employees working in the office two (2) days per week from our London, Montreal, Winnipeg, or Toronto locations, and working rotating shifts scheduled between 8:00 a.m. and 8:00 p.m. EST.
The base salary for this position is between $43,300 - $58,600 annually. This represents base salary only and does not represent other variable compensation components of our total compensation (i.e. annual bonus, commission etc). If you are selected to move forward in our recruitment process, your recruiter will be able to discuss additional details of our total rewards program with you.
What we offer:
- Career Development: Opportunities for career advancement, access to industry-leading learning programs and up to $2,000 annually towards education reimbursement.
- Health & Wellness: Flexible health and dental benefits, plus a $5,000 mental health benefit to support your well-being.
- Time Off: In addition to regular vacation and personal days, we support community involvement with a volunteer day.
- Financial Security: Company-matching pension plan, share ownership program and additional investment options.
- Rewards and Recognition: Employee recognition programs, service milestone celebrations, employee discounts and more!
- Emphasis on Community: We provide a workplace where employees feel connected and supported through Employee Resource Groups (ERGs), mentorship programs, social clubs and events.
We’re committed to removing barriers and ensuring equal access to employment. Applicants requiring reasonable accommodation during the application process may contact talentacquisitioncanada@canadalife.com. All information provided will be handled in accordance with applicable laws and Canada Life policies.
Canada Life would like to thank all applicants, however only those who qualify for an interview will be contacted.
Customer Service Representative Creditor (Bilingual) - Contract & permanent roles in London employer: Canada Life
Canada Life UK is an exceptional employer that prioritises the well-being and growth of its employees, offering a modern and agile work environment in vibrant locations like Bristol, London, and Watford. With a strong focus on building better futures, the company fosters a welcoming culture and provides ample opportunities for professional development, making it an ideal place for those seeking meaningful and rewarding careers.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Representative Creditor (Bilingual) - Contract & permanent roles in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Canada Life. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Canada Life before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Service Representative Creditor (Bilingual) - Contract & permanent roles in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Canada Life:Your cover letter is your chance to shine! Tell us why you want to work at Canada Life specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Canada Life!
How to prepare for a job interview at Canada Life
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
