Customer Service Representative X2

Job Title:   Customer Service Representative X2

Duration: 12 months

Location: Toronto

 

Description:   Agency Specialist is responsible for managing and providing the highest quality of service to a defined block of US based clients and intermediaries as well as being responsible for working to help identify and resolve all contracting and compensation service issues related to the set up of Agents, Brokerage General Agents, General Agents, and Wirehouses, selling US Life Insurance products. An Agency Specialist also needs to work closely with internal partners from New Business, Compensation and Distributions.

 

Responsibilities:

•       Manage 1-800 call center queue to answer customers' queries regarding licensing requirements

•       Obtain or provide information in situations requiring tact, diplomacy, or persuasion; deal with high tense or stressful situations

•       Provide a high level of service to customers

•       Ensure positive and effective relationships are maintained with customers, including regional directors and producers

•       Deliver professional and trusted service to clients and intermediaries

•       Build solid relationships both internally and externally and foster customer satisfaction and loyalty

•       Meet service, quality, and productivity, standards to ensure a positive client service experience and help to maximize service levels

•       Identify trends and patterns of client issues, and escalate to management

•       Complete and participate in ongoing training and education to remain current of product, industry, service, and administrative changes

•       Provide accurate client administration by processing standard financial and accounting entries and transactions timely and accurately

•       Proactively work to identify and correct semi-complex to complex issues, resolve complaints and concerns, coordinating with other staff and departments as required

•       Work with other team members to ensure a cohesive unit and consistent service

•       Understand multiple systems

•       Manage tight deadlines and address urgent cases

•       Manage customer expectations

Qualifications:

•       Post secondary school graduation or equivalent work experience

•       Current knowledge of the area’s business/ procedures is highly desirable

•       Solid negotiation and problem-solving skills

•       Understand and use appropriate methods of communication when dealing with clients (e.g. phone vs. e-mail)

•       Ability to build and maintain positive & solid relationships with internal and external customers

•       Excellent customer service skills, negotiation and communication skills

•       Excellent organizational skills and attention to detail

•       Computer efficiency with all the MS Office Suite of applications

•       Ability to multitask and prioritize under stressful and changing circumstances

•       Strong technical competence

Note: Our service center remains open during Ontario public holidays, which employees cover off on a rotational basis. The department is open from 8:00 am to 6:00 pm accepted candidates are expected to be able to work within those times.