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Senior Customer Service Agent, Insurance claims and selection

Your Contribution

The customer service team at National Bank’s Mastercard and TelNat call centre help thousands of clients by responding to their banking-related questions and finding solutions thanks to personalized service and active listening, and a people-first approach. Whether by phone, email or live chat, the goal is to create an authentic experience that fosters lasting relationships. Ready to make a positive impact in people’s lives?

  • Profile: You truly care about clients and want to offer them an exceptional and unified experience
  • Experience: You want to generate positive emotions for our clients and provide superior service and advice
  • Language: Bilingual (English and French)
  • Background: You have at least a high school diploma
  • Work environment New and stimulating workspace conducive to team synergy

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Your Profile

  • Customer service skills 10
  • Communication skills 10
  • Listening skills 10
  • Versatility 9
  • Team and community spirit 8
  • Autonomy 8
  • Sense of urgency 8
  • Analytical skills 7

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Call center office group smiling and waving
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The Customer Experience Centre truly reflects our diversity. It’s very fulfilling to work with colleagues from all sorts of backgrounds. We share our different visions every day, which helps us take our ideas further.

– Gregory, Senior Advisor, Customer Experience Centre


  • Competitive compensation and benefits

  • Flexible work schedule

  • Education expenses reimbursed

  • Career opportunities

  • Collaborative work environment

  • Close to public transport

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Senior Customer Service Agent, Insurance claims and selection

Job ID 45734871392 Date posted 03/09/2023

Primary Locations: Montreal, Quebec

Attendance: Hybrid

Employee Status: Temporary

Schedule: Full-time

A career as a Senior Customer Service Representative in the Life Insurance Underwriting and Claims Assistance Centre at National Bank means contributing to the Bank's transformation and having a direct impact on clients.

As a senior customer service representative in the Life Insurance Underwriting and Claims Assistance Centre, you will collect, analyze, and interpret various information to assist clients with their insurance claims (disability, death, critical illness). In addition, you will establish and maintain a relationship of trust over the phone, while ensuring customer satisfaction through personalized service.

Your role

  • Handle client requests by creating personalized relationships and a climate of trust with them
  • Help clients complete the required insurance and medical questionnaires online to study their insurability
  • Collect the information needed to analyze their insurance and underwriting requests
  • Refer clients with specialized needs to your colleagues

Full-time position: Monday from 12:00–9:00 p.m., Tuesday to Thursday from 12:30–9:00 p.m., and Friday from 9:00 a.m.–5:00 p.m. 

When you start, you’ll follow a complete training program on site and be paired with another employee for six weeks. During that period, you’ll learn more about your role and the tools at your disposal. The training program focuses on learning in action. You will be supported by a remote trainer-coach who will help you learn about your role, our products, and our technologies. 

Competencies required

  • High school diploma
  • Experience in customer service
  • Medical knowledge (medical terminology, medications, tests)
  • Thoroughness and analytical skills
  • Some positions require you to be bilingual (English and French) since the sector serves an Anglophone and Francophone clientele

Preferred competencies

  • Experience and knowledge of the call center environment
  • LOMA course (ACS designation)
  • Team spirit
  • Good stress management and professionalism in sensitive and delicate situations

Your benefits: 
In addition to competitive compensation, upon hiring you’ll be eligible for a wide range of flexible benefits to help promote your wellbeing and that of your family.
•    Health and wellness program, including many options
•    Flexible group insurance
•    Generous pension plan
•    Employee Share Ownership Plan
•    Employee and Family Assistance Program
•    Preferential banking services
•    Initiatives promoting community involvement
•    Telemedicine service
•    Virtual sleep clinic
These are a few of the benefits available to you. We have an offer that keeps up with trends as well as your needs and those of your family. 
Our dynamic work environments and cutting-edge collaboration tools foster a positive employee experience. We actively listen to employees’ ideas. Whether through our surveys or programs, regular feedback and ongoing communication is encouraged.

We're putting people first

We're a bank on a human scale that stands out for its courage, entrepreneurial culture, and passion for people.   Our mission is to have a positive impact on peoples' lives.

Our core values of partnership, agility, and empowerment inspire us,  and inclusivity is central to our commitments. We offer a barrier-free workplace that is accessible to all employees. 

We want our recruitment process to be fully accessible. If you require accommodations, feel free to let us know during your first conversations with us.

We welcome all candidates! What can you bring to our team?

Ready to live your ambitions?

Particular Condition:We thank you for your interest in this position. Only if your application is accepted will you be contacted by a member of our team. #CCSM #sacA #LI-CC2

JobField: Advisory Services, Call Centres

Unposting Date: 2023-03-30

Job Number: ADV002EN

Posting Date: 2023-03-09

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