Customer Service Representative

Description:

We are currently looking for dedicated, driven, and enthusiastic individuals who thrive in an environment that welcomes change and are looking for an opportunity for diverse experience and advancement on a growing team.

Job Overview

The Customer Service Representative (Inside Claims Representative I - Service Team) contributes to Wawanesa’s goal of delivering an exceptional and consistent claims experience through the fair and equitable adjustment of small to moderate auto and/or property claims by means of telephone and written correspondence. This role will require the successful candidate to attend the in-person training and onboarding period, to ensure a successful and positive transition into the role, for three weeks starting August 8th, 2023, at our Ontario Regional Office in North York, ON.

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