Job Description

Description

We are currently hiring for a Customer Care Agent with Insurance experience. MUST come from an insurance background. Fully on site at King Street West Monday to Friday. If interested, please apply to this ad!

Pay: $50,000
In office, Monday to Friday

MUST HAVE FINANCIAL OR INSURANCE CUSTOMER SERVICE BACKGROUND

:

• Managing customer enquiries and requests effectively and efficiently
• First point of contact for claim initiation and further phone enquiries
• Point of contact for Trust form queries
• Receive and own customer complaints for the first 2 working days, attempting to resolve, and escalate as required
• Supporting customer with policy maintenance such as amending cover with the appropriate script and reviewing inaccuracies in personal details
• Effectively empathizing with customers and handling objections and queries confidently to allay any concerns
• Maintaining accurate client records and complying with regulatory requirements on all

matters

• Adhering to processes and procedures all service-related matters and escalating upwards as

appropriate

• Contribute towards projects designed to improve the service offered by the business
• Preparing and participating in regular 121s, coaching and calibrations
• Completion of regular eLearning courses to support the upkeep of regulatory understanding

What they look for in a person:

• Excellent communication, interpersonal and customer services skills with a demonstrated ability

to correspond both verbally and written to exceptionally high standards

• Knowledge of practices and procedures in a service-related environment
• Strong customer service experience focus
• A hands-on, common-sense approach to day to work related matters
• Ability to operate well under pressure and within a target-driven team
• Ability to multitask effectively whilst maintaining a high level of quality and service
• Awareness of what constitutes a high level of customer service
• Knowledge of Financial Services compliance requirements
• Intermediate computer skills (Microsoft office)

Additional notes:

• Financial service experience - specifically in insurance, but banks is fine
• Previous call center experience is an asset
• Basic Excel skills and conflict resolution skills

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