Job Description

You're legendary. We're hiring. Let's talk!

Apply today for an opportunity to join one of North America's top insurance premium financing companies. Since 1977, our company has grown to more than 500 Associates and 30 locations across the United States, Puerto Rico, and Canada.


Every day, we work to deliver on our Corporate Mission Statement: "To be the market leader by delivering innovative financial and technology solutions to help our Customers, partners, and investors achieve their goals."


How do we do that? By empowering and encouraging our Associates to provide products and legendary Customer service unparalleled in our industry

FOR OUR ASSOCIATES:

Getting started: We offer a comprehensive paid training program that will make you feel prepared and excited about your role. Staying healthy: Our Employee Assistance Program (for when you need confidential support) helps you keep an eye on short and long-term goals and any bumps that pop up along the way. We are also proud to offer subsidies to support your health and fitness goals by providing gym membership subsidies. Registered Retirement Savings Plan: (RRSP) with matching employer contributions. Company culture: Our Associates are the foundation of our company and we want you to enjoy working here! With company lunches, corporate outings, and even the occasional ice cream truck, you never know what will pop up to make your day. Peace of mind: Our insurance benefits include medical, prescription, dental, vision, group term life, AD&D, private duty nursing, paramedical services, and much more!

JOB SUMMARY:

The individual performing in this role will be responsible for providing Legendary service to agents and insured Customers in a timely and accurate manner. The Service Support Representative will process incoming correspondence regarding policy maintenance, acknowledgements, return mail and other Customer service requests on paper and electronically. Written and verbal fluency in Quebecois French and English is required.


The annual compensation range for this position is

$45,000 - $50,000 CAD

KEY RESPONSIBILITIES:

Provide Legendary Service to all Customer inquiries (external and internal) by responding promptly and thoroughly to all requests. Respond to telephone inquiries from insurance brokers, insurance carriers and insured Customers regarding premium finance accounts. Properly document call conversation on each specific account. Assist brokers with understanding and utilizing our financial products and services. Communicate internally with Sales, Collections, Service, and finance as appropriate. Make outbound calls and/or generate letters to obtain additional account information. Forward requests to management to prevent imminent cancellation of policies by analyzing insured payment history and agency production. Request generation of manual notices in the absence of system-generated notices. Appropriately route requests for research and resolution of account transaction issues. Process return mail. Develop and maintain knowledge of tools used by our Customers, including our website, and available payment options. Effectively communicate the applicable features and benefits and provide training on their usage. Be knowledgeable of SNAP Premium's Best Practices and review procedural changes to ensure compliance with the organizations policies and procedures. Other duties as assigned.

REQUIRED SKILLS:

2 years Customer service experience, preferably in a call center environment A minimum of 1 year working in the financial or banking industry Computer proficient in a Windows-based environment Strong speaking and written communication skills Bilingual (FRENCH and English) Strong business office knowledge and skills Knowledge of the Insurance industry is preferred Very strong communication and business skills Proven problem-solving expertise Excellent organization and multi-tasking abilities Computer literate Ability to quickly learn new systems and procedures Exceptional customer service and contact management skills Positive attitude, highly motivated, ability to work independently in a team environment Written and verbal fluency in Quebecois French and English Position can be located in Vancouver or Toronto

EDUCATION QUALIFICATIONS:

A completed bachelor's degree from an accredited university or a combination of post-secondary education and work experience

RESUME DU POSTE :

La personne titulaire du poste est chargee de fournir un service legendaire aux agents et aux clients assures, avec precision et en temps opportun. Le representant du service a la clientele et aux courtiers traitera la correspondance entrante sur la mise a jour des polices, les accuses de reception, le retour du courrier et d'autres demandes de service a la clientele sur papier et par voie electronique. La maitrise de l'ecrit et de l'oral en francais quebecois et en anglais est requise.

PRINCIPALES RESPONSABILITES :

Fournir un service legendaire aux clients (externes et internes) en repondant rapidement et completement a toutes les demandes. Repondre aux demandes de renseignements telephoniques des courtiers d'assurance, des compagnies d'assurance et des clients assures concernant les comptes de financement des primes. Documenter correctement la conversation telephonique sur chaque compte specifique. Aider les courtiers a comprendre et a utiliser nos produits et services financiers. Communiquer a l'interne avec les services des ventes, du recouvrement, a la clientele et des finances, s'il y a lieu. Faire des appels sortants et/ou rediger des lettres pour obtenir des informations supplementaires sur les comptes. Transmettre les demandes a la direction pour prevenir l'annulation imminente des polices en analysant l'historique des paiements des assures et la production des agences. Demander la generation d'avis manuels en l'absence d'avis generes par le systeme. Acheminer de maniere appropriee les demandes de recherche et de resolution des problemes lies aux transactions des comptes. Traiter le retour du courrier. Acquerir et maintenir des connaissances sur les outils utilises par nos clients, y compris notre site Web, et les options de paiement disponibles. Communiquer efficacement les caracteristiques et avantages applicables et fournir une formation sur leur utilisation. Connaitre les primes et les pratiques exemplaires d'IPFS Canada et examiner les changements de procedure pour assurer la conformite aux politiques et procedures de l'organisation. Autres taches, selon les besoins.

COMPETENCES REQUISES :

Deux ans d'experience en service a la clientele, de preference dans un environnement de centre d'appels. Au moins un an d'experience dans le secteur financier ou bancaire. Tres bonnes connaissances de l'informatique dans un environnement Windows. Tres bonnes competences en communication orale et ecrite. Bilinguisme (FRANCAIS et anglais). Tres bonnes connaissances et competences en fonctionnement de bureau. Une connaissance du secteur de l'assurance est preferable. Tres bonnes competences en communication et en affaires. Expertise averee en resolution de problemes. Excellentes capacites d'organisation et de gestion multitaches. Bonnes connaissances en informatique. Capacite d'apprendre rapidement de nouveaux systemes et de nouvelles procedures. Competences exceptionnelles en service a la clientele et en gestion des contacts. Attitude positive, forte motivation, capacite a travailler de facon autonome dans un environnement d'equipe. Maitrise de l'anglais et du francais quebecois a l'oral et a l'ecrit. Le poste peut etre situe a Vancouver ou a Toronto

QUALIFICATIONS EN MATIERE DE SCOLARITE :

Diplome de baccalaureat d'une universite reconnue ou combinaison d'etudes postsecondaires et d'experience professionnelle.