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Position Details
| Role Title: |
Service Centre Representative -Bilingual French, Processing |
Ref #:
43-09
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| Reports to: |
Manager, Client Services
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Purpose of Role:
The Service centre representative will provide customer service excellence to Unity Policyholders and Producers through handling incoming mail. This role will accurately communicate information and store confidential Policyholder and Producer information. Service will be provided in compliance with established policies and procedures with a view of operational efficiency and customer satisfaction.
This position is located in our Mississauga Office
Key Responsibilities/Accountabilities:
- Respond to incoming Policyholder/Producer requests via mail, email and faxes in a professional and timely manner
- In support of the call centre, periodically answer inbound calls and quickly identify the needs of the Policyholder/ Producer
- Provide accurate information and timely support regarding Unity Products, Certificates and Applications
- Facilitate all actions necessary to satisfy Policyholders and Producers, including follow up by email, mail, phone call or fax
- Process policy changes as requested by the Policyholder and/or Producer within set service standards
- Troubleshoot and gather information to identify root causes of customer dissatisfaction and determine appropriate course of action
- Ensure efficient and proper resolution of all Policyholder and Producer issues in a timely manner following approved escalation procedures
- Maximize opportunities to increase sales of Unity products through retention programs and procedures highlighting product features including Fraternal benefits
- Provide insurance premium quotes using provided formulas and calculators
- Meet or exceed expectations relative to department service levels and individual goals
- Performs other duties as assigned
Key Qualifications/Competencies:
- Strong customer service and sales orientation
- Effective telephone and customer relationship building skills
- Minimum 12 months experience in a Policyowner Service environment
- Intermediate computer skills: multiple screen navigation, accurate keyboarding skills (35 wpm), Microsoft Office, CRM databases, web based programs and password management
- Basic mathematic knowledge to calculate premiums and dates
- Advanced verbal and written communication skills in English and French
- High School and/ or College Diploma
- Knowledge of life insurance industry, product and services is highly desired
- Canadian Annuity/Pension experience is an asset
- To pursue this opportunity please send your resume and covering letter to humanresources@foresters.com quoting job 43-09
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