Description
Sector: Special Markets / Location: Vancouver / Status: Permanent, full-time
You are passionate about client service in the insurance field and are looking to take on a new challenge. You are recognized for your sense of responsibility and communication skills and are excited to provide excellent client service within a small Contact Centre team. You thrive on multitasking learning new information and are enthusiastic about working within a new call center system. Troubleshooting and problem-solving sound appealing to you. You are flexible to work during call center hours:
Monday to Friday; 6:30 a.m. to 4:30 p.m. PT (Pacific Time).
Your day-to-day
- Reports to the Team Lead/Manager, Client Service in the iA Special Markets division
- Responds to a varying complexity of telephone/email queries from clients, brokers and policyholders about group term insurance products
- Maintains client records and processes change requests
- Reviews documents and marketing materials
- Collaborates with other team members to assist with training, processing and implementing procedural changes
- Communicates ideas for documentation to keep the training path up to date
Teamwork
- Communicates with Team lead/Manager regarding training path and suggestions for improvement
- Liaises with team members and members across other teams to resolve client concerns
- Participates in feedback and problem solving to meet agreed upon objectives
- Proactively identifies challenges or potential issues with new or existing clients/groups and suggests and implements solutions with agreement from Senior members of the team
Client Service
- Effectively and efficiently responds to incoming telephone calls as a first line resource to client queries (Clients include applicants, existing insureds, HR Benefit Administrators of employer groups, policyholders, brokers, third party administrators and consultants.)
- Resolves client complaints by investigating client history against any contractual provisions and determines appropriate course of action to rectify/respond
- Plays a key role in continuous analysis of set procedures and guidelines; Provides suggestions for improvement / Identifies key issues and escalate to Team Lead/Manager then follow through on agreed course of action to ensure excellent client service
- For product lines such as Term Life, Critical Illness, and AD&D, increases promotional effectiveness for the launch of new products, acquisition of new groups and execution of Direct Marketing Campaigns by delivering personalized client assistance with a focus on business acquisition and retention
- Services other product lines such as Office Overhead, LTD, and Extended Health and Dental insurance
- Replies by email to client queries
- Assists brokers/policy holders with accessing their secure portals
Administration
- Emails (or mails) clients application forms and change request forms to clients
- Tracks new addresses for any Returned Mail
- Is cognisant of communication and website content to ensure accuracy and suggest improvements
- Processes payments on EPI system by directing them to the correct client account
- Processes address and other administration requests
- Requests and Mails client certificates and or letters of explanation following coverage changes or client requests
- Responds to client email/written queries (templates used for consistent queries)
Who You Are
- Post-secondary education; Willingness to take Insurance industry courses (LOMA or CEBS preferred)
- 1 - 3 years insurance sector-related experience preferably with excellent client relation skills; experience working in Sales and/or call center environment
- Detailed knowledge of group insurance benefits and marketplace including contractual provisions
- Ability to identify process improvements
- Excellent verbal and written communication skills
- Knowledge of all iA Special Markets products is an asset but can be gained on the job; must be a fast and independent learner
- Good organizational and multi-tasking skills
- Good analyzing, decision-making, negotiation, and conflict-resolution skills
- Sense of urgency (prioritization and time management)
- Strong team player
- Basic PC skills - Interest in learning software/technology is an asset
Salary: starting from $50,000 + 6% annual target bonus