Bilingual Product Coordinator

Bilingual Product Coordinator
Fulltime, Permanent

Location: On-site - Calgary, Alberta
Hours: Monday to Friday 8:00am to 4:30pm (30-minute lunch & two 15-min breaks)
Salary: Up to $56,000

Company:

This position is with a leading Canadian full service Additional Living Expenses (ALE) Specialist. The organization manages short-term and long-term ALE requirements for policyholders, allowing them to focus on their basic needs while freeing up adjusters and insurance companies to focus on the claim.

The company provides assurance and peace of mind for policyholders and adjusters during catastrophic events (such as fire, water, or flood damage), helping them return to normality as quickly as possible.

Perks:

• Benefits: Health, Dental & Life Comprehensive benefits package through Alberta Blue Cross, including health, dental, vision, travel, and wellness support
• Vacation: 10 days, flexible to do 15 days
• On-call and overtime: 1-8 weeks with a few hours of work paid at 1.5 times the regular rate
• Great culture and company environment: Described as a happy family.
• BBQs & Staff Parties: BBQs over lunch, and summer and winter events in Calgary following our Town Halls. Enjoy good food, (hopefully) sunshine, and great company, partners are welcome at the winter celebration!
• Dry Cleaning: Exclusive dry-cleaning discounts through our sister company
• Banking Discounts Perks with BMO’s Bank at Work program, enjoy waived fees, credit benefits, mortgage discounts, and more.
• SureBucks Our internal rewards program for non-managers in Operations and Finance teams, where you can be nominated for great work and redeem those points for real, physical items.
• IATA Discount Card Global hotel savings with exclusive rates at major hotel chains worldwide.

Position Overview:

As a Product Coordinator, you’ll play a vital role in supporting customers displaced by property insurance claims by sourcing accommodation solutions. This includes managing reservations, negotiating favorable lease terms, and building relationships with property management vendors. You'll collaborate across teams to ensure seamless customer service while adhering to legal and policy standards.

Job Responsibilities

• Reservations Management – act as a leasing agent offering accommodation, advice, and facilitate tenancy through preferred suppliers and source new supplier partnerships to add to inventory.
• Locate the most suitable accommodation and negotiate the best possible rates.
• Secure favorable terms and conditions on each accommodation to optimize the customer benefit, experience, and agility of a claim lifecycle.
• Process and confirm reservations or leases to ensure all details are accurately recorded and communicated.
• Project manage any viewing or requirements needed to facilitate the accommodation.
• Legal Adherence – ensure all leasing or reservation practices comply with municipal, provincial, and federal laws (e.g., Residential Tenancy Acts/Laws).
• Policy Enforcement – implement and enforce property management policies and procedures, including those related to tenant rights and responsibilities.
• Issue Management – address and resolve any issues or complaints from tenants or guests, coordinating with maintenance or other property-related departments as needed.
• Conflict Resolution – mediate conflicts between clients and property owners or management, working toward satisfactory solutions.
• Follow established reservation procedures to optimize results and apply creative thinking to deliver solutions outside of standard processes.
• Address new claims, gather requirements, input information into a CRM, and manage the end-to-end process while balancing customer service and efficiency.
• Solution Selling – assist the Claims team by managing customer requirements to suitable product solutions that best fit their needs, even if they differ from initial preferences.
• Effectively communicate (written and verbal) with all parties involved during an accommodation, including internal teams and external stakeholders such as clients, landlords, suppliers, property management, real estate agents, adjusters, and legal contacts where necessary.

Additional Responsibilities

• Support policyholders in understanding the temporary housing process within an insurance claim by providing exceptional customer service and guidance.
• Prepare leases, contracts, payment authorizations, and other required documentation.
• Apply strong time-management skills while handling multiple urgent tasks simultaneously.
• Respond to changing requirements, issues, and repair schedules as needed.
• Enter and maintain accurate information for billing purposes.
• Perform additional tasks as required by management.

Education and Experience

• 1–2 years of experience in customer service or a service-based industry such as hospitality, real estate, or travel and tourism is highly preferred.
• Must be fluent in both English and French.
• Experience with conflict resolution and customer relationship management is an asset.
• Familiarity with revenue management strategies and best practices is desirable.
• Proficiency in Microsoft Office Suite and experience using CRM platforms is an asset.
• Demonstrated ability to prepare contracts, leases, and formal documentation with strong attention to compliance and accuracy.

Core Competencies

• Effectively prioritizes and manages multiple tasks in a fast-paced, dynamic environment.
• Skilled at securing favorable terms, rates, and agreements with landlords and suppliers to meet client needs.
• Strong verbal, written, and interpersonal communication skills to liaise effectively with clients, vendors, and internal teams.
• Delivers outstanding service by addressing customer concerns and providing clear guidance throughout the accommodation process.
• Experienced in mediating disputes to achieve mutually beneficial outcomes.
• Maintains high accuracy in documentation, reservations, and billing.
• Adapts quickly to changing requirements, schedules, or challenges.
• Works collaboratively across teams to deliver efficient solutions and positive outcomes.
• Thinks creatively to develop innovative solutions for unique challenges.
• Maintains professionalism and ethical standards in all interactions.