Customer Service Representative

Description:

Job Responsibilities

• Providing exceptional customer service to our members
• Ensuring that daily call centre metrics are met while taking a high volume of inbound calls, maintaining low hold times, and documenting files in a clear and concise manner
• Assess member needs, respond to inquiries by providing solutions, and diffuse situations as needed
• Collaborate with colleagues when necessary to resolve member complaints
• Establish yourself as as a knowledge leader on our policies, products, services, and initiatives
• Interpret policy wordings and determine policy coverage to ensure appropriate reserving practices
• Be aware of and stay up to date on regulatory and legislative changes surrounding insurance
• Coordinate services with vendors and service providers

Qualifications

• Exceptional customer service skills, demonstrating empathy for our members and their claims experience
• Understanding how life events can impact a customer’s financial situation and is prepared to actively advise on solutions and analyze/resolve complex customer problems
• Strong communication skills, both oral and written, to instill confidence for our members
• Good time management and organizational skills with the ability to prioritize work in a fast pace environment
• Highly effective qualitative analytical skills
• Detail oriented with a critical degree of accuracy regarding data entry
• Experience in a call centre environment is an asset
• College/University degree is preferred