Customer Service Representative

Call center / Permanent, Full-time / Remote / Vancouver

Are you passionate about Customer Service and want to develop within a dynamic company? Are you customer-focused? Join our Individual Insurance Customer and Partner Services team! We have an opening for a non sales, non-solicitation Customer Service Representative!

In a contact center environment, you'll be responsible for providing outstanding Customer Service to policyholders and brokers. Communications are mainly by telephone or e-mail, and are related to our products, contract clauses, insurance coverages, and claims, among other things.

More specifically, your responsibilities will include:

• Provide information by telephone and e-mail to our customers and distributors to meet their needs and expectations

• Respond to a variety of inquiries that may include questions on procedures, products, banking transactions, follow-ups on pending applications, and tax and legal aspects.

• Provide support for the processing of various transactions, as required

• Analyze complex cases and complaints and negotiate mutually satisfactory solutions within company guidelines

• Identify rules and procedures that need updating, and suggest improvements to streamline processes and increase efficiency

• Share knowledge to contribute to the smooth running of the department

• Provide training and support and contribute to a positive and collaborative work environment

• Contribute to the achievement of department objectives based on visual indicators and established protocols, and take action where necessary

• Actively participate in daily department meetings and contribute ideas for improvement.

Profile required:

• Minimum 2 years' experience in a call center or Customer Service position.

• Excellent communication skills, both oral and written

• Team spirit and positive attitude

• Excellent interpersonal skills

• Ability to manage change

• Good stress management

• Ability to work with a computer and various software programs

We offer:

• No sales or solicitation

• Full training provided

• A 35-hour work week between 8:00 am and 5:00 pm, Monday to Friday

• Salary starting from $51,000

• Access to a newly equipped gym in our new premises

• Full range of benefits, including group insurance, pension plan, stock purchase plan

• Permanent position

We care about our employees and want to keep our talent! Apply now and you too will be able to live the customer experience!