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Senior Customer Service Representative

Job Number
Status: Permanent
Type of Contract
Schedule: Full-Time 
Full Time / Part Time?
Posting date
Location: Montreal, Quebec
Area of Interest: Advisory services, Call centres

Working as a senior call centre representative means collecting, analyzing and interpreting information in order to assist clients with their insurance underwriting and claims processes (disability, death, critical illness).

Come join our teams in the Insurance Underwriting and Claims Assistance Centre and make a difference in people’s lives. You’ll have a positive impact on clients with your listening skills and your empathy. 

Your compensation

The salary starts at $23.50/hour with evening premiums. We offer a program to reimburse tuition fees.

Your role 

  • Handle client calls about insurance claims 
  • Complete insurance and medical questionnaires with clients so their insurability can be assessed
  • Collect the information needed to analyze requests (insurance and underwriting)
  • Refer clients with specialized needs to your colleagues

Our Client Contact Centre is open Monday to Thursday from 8:30 a.m. to 9:00 p.m. and Friday from 8:30 a.m. to 5:00 p.m. The full-time work schedule is 37.5 hours per week.

Your team

Our team values passionate people and bold ideas. We work together to help our clients and colleagues achieve their goals. We know we can count on our colleagues to share knowledge and help one another. 

Training and development

You’ll start with a full-time, in-person training program lasting 2 to 3 months. Your on-the-job training will focus on learning how to help clients over the phone, and you’ll be supported by a trainer.

We encourage our employees’ development and offer numerous career opportunities, including a career development plan with our internal career counselling service, ongoing coaching, and the possibility of paid external training. 


  • High school diploma
  • Customer service and advisory experience
  • Understanding of medical terminology (e.g., CLSC, medical secretary, patient attendant, service user, pharmacy)
  • Ability to determine the level of importance of information received from clients



  • Language: English

  • Language: French

Reason to require this language: you will need to serve clients who speak a language other than French regularly.


Active listening Client-focused Communication Detail-oriented Diversity & Inclusion Emotional Intelligence Empathy Information Analysis Learning Agility Multitasking Stress Management Teamwork

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
  • Opportunities to get involved in community initiatives
  • 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 accommodation, feel free to let us know during your first conversations with us. We welcome all candidates! What can you bring to our team?

Come live your ambitions with us!

Why work at National Bank?

For an environment that supports your career path

There are many varied opportunities for you to progress and develop, and move ahead in your career. This includes on-the-job learning and training, co-development and pairing with other employees, professional support and mentoring, internal career days or discussion forums with our leaders.

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For an inclusive and diverse environment

We foster inclusion in an environment where each person’s unique qualities, whether visible or invisible, are celebrated and valued. We welcome all candidates! What can you bring to our team?

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Discover our culture

Duration: 1 min 25 sec
Inclusive Environment
Inclusive Environment

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