Description
Story Behind the Need
Business Group
Client Institutional business unit is a leading provider of retirement savings plans, employee benefit programs, and insurance solutions for Canadian groups including businesses; professional, alumni and retiree associations; financial institutions; retailers and other organizations.
The Institutional business unit provides a broad range of coverage including health and dental care, travel insurance, registered retirement savings and pensions, short- and long-term disability coverage, employee share ownership programs, flexible benefits plans, absence management solutions, defined contribution plans, deferred profit sharing, life and critical illness insurance, accidental death and dismemberment coverage plus wellness solutions.
Project: n/a Business As Usual activities. The successful candidate will be supporting The Absence Management Consultation Services (AMCS) department as a Customer Care Representative (CCR).
Candidate Value Proposition
The successful candidate will have the opportunity for growth within the organization.
Typical Day in Role
Customer Care Representative will provide customer service to Client Plan Sponsors and Plan Members as well as administrative support to the case management teams. This team is the first point of contact for our customers when accessing the AMCS program and is vital in delivering a great customer experience.
Gather referral information from clients through verbal intake process*
Handle calls and emails from Plan Sponsors and Plan Members*
Process new referrals and file closures in case management system*
Process mail, faxes, invoices, offsite files, files copy requests etc.
Provide administrative support to case management teams (template letters, data entry updates, office supplies etc.)*
Handle basic client reporting and ad hoc assignments/projects
Candidate Requirements/Must Have Skills
- Bilingualism in French and English
- 2-3 years of previous experience in a high pace customer service environment
- 2-3 years of administration and clerical skills or similar related work experience
- Proficiency in Microsoft Office Suite (Excel, Teams, Word etc)
Soft Skills
Strong customer focus with strong active listening skills
Excellent verbal and written communication skills (French/English)
Ability to probe, investigate and resolve issues
Excellent word processing, spreadsheet and database computer skills
Adaptable, organized and quick learner
Strong attention to detail and accuracy
Well organized and able to prioritize tasks
Demonstrated ability to work collaboratively and effectively in a fast-paced, multiple team environment as well as must be able to work well independently
Nice-To-Have Skills
Understanding of medical terminology an asset
Amazon Connect
Education
Post Secondary School education