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Customer Service Representative

July 12 2021
Industries Bank, Insurance, Financial services
Categories Customer service, Customer Service, Call Centres
Markham, ON

Department: Policy Holder Services
Reporting to: Manager, Insurance Operations
Location: Canadian Headquarters - Markham, Ontario
Schedule: Full time – 40 hours/week

The main function of this role is to provide quality service to our policyholders, Regional Offices and other departments within the Head Office, as well as working with our US counterparts.

The primary responsibility of the employee will be trained on the Policyholder Services (PHS) functions necessary to become a Customer Service representative. The employee will learn all the company policies, procedures, products, customer support systems and learn how to service customer inquiries.

The training will focus on learning the skills and knowledge necessary to represent the Company by performing the customer service function from both transactional and from a total customer experience.

The employee will use communication skills necessary to correspond with our customers via letter, fax, email and over the telephone. The training will be done in three phases and on the job performing the processes which defines this position after each phase of training. This training will lead to advancement to the Customer Service representative once the employee successfully completes the required training and is performing the specific job functions within the performance standards for the position.

Typically, the successful completion of training and gaining required job knowledge before qualifying for the next level is a minimum of 12 months on the job.

Job duties & responsibilities include;

  • Analyze and Respond to PH for Life, Accident and Health products, make online single day record adjustments (name, address, beneficiary).
  • Process daily mail, create & mail samples and duplicates, process links/delinks, track and input daily production into I360 system,
  • Provide coverage at reception desk for breaks, lunch and vacations (Hours 8h30 to 5h00)
  • Participate in monthly QWG meetings and other assigned duties.
  • Responsible for all Life, Health and Accident policy activities such as; annual statement letters, analyze policyholder's request as it relates to Data Base information, Access, CICS PROD, DBIQ,ASIQ,ACIQ,CARS,RICOH,DBSN,AISN,PACI,LSP,NBPM, MTXT, L70.
  • Process changes for Preferred Billing dates, payment history, Pac mode, along with any status changes, issue date, premium, form number, language and non-smoker change.
  • Complete a daily production sheet and photocopy for duplicate copies.
  • Request copies from Ricoh for Life, Accident and health applications, process links/delinks and generate receipts for payments and income tax purposes.

Job Requirements

  • Must possess at least 2-5 years work related experience
  • Bilingual - English and French verbal and written communication skills,
  • Proficient in the use of Microsoft Office, excel and Word, Advanced use of Outlook, Typing and follow up skills, Extremely motivated, Must be able to multi-task,
  • Must possess interpersonal skills and be organized, trustworthy, mature and responsible, able to work under pressure with set deadlines.