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Customer Service Advocate
4 months ago
What you'll do:
Reporting to the Manager, Customer Service this position is responsible to act as an AgriStability subject matter expert and support or lead Customer Service in one or more of these areas: Livestock Price Insurance Program, Wildlife Damage Compensation Program (Predation and Prevention) and the Crop Insurance Program. Other duties include: Liaison with industry representative, farm organizations and commodity groups on matters related to AgriStability and SCIC programs. Research, prepare, and/or assist with Ministerial requests, briefing notes and appeals for AgriStability and SCIC programs. Provide corporate rationale for claim decisions at appeal hearings. Provide subject matter expertise, advice and guidance to internal and external customers, stakeholders, and the general public on AgriStability program eligibility, issues, options and requirements. Assist customers with resolving technical program issues and customer complaints. Work closely with policy units to ensure comprehension of procedures in order to help develop and revise policy, procedure manuals and presentation material with accurate and current information. Work with other jurisdictions on multi-jurisdictional files and account transfers. Monitor and assist in the account management of priority files. Provide support to Customer Service (HO) and the customer service offices (CSO) by explaining programs and/or keying customer information for sales, seeded acreage reports declarations and registering claims. Provide the Customer Service Manager with updated and current information on issues, trends or occurrences that will impact SCIC customers and stakeholders to ensure proactive organizational response.Qualifications:
To be successful in this position you will need a diploma in Agriculture or Business, supplemented by a minimum of three years' related experience in the agriculture industry. The ability to develop well-structured written content is imperative to this role; therefore, all qualified applicants must successfully complete a writing exercise.
Working knowledge of Saskatchewan agriculture production and farming practices. Be customer-focused, with the ability to engage producers and the public to discuss complex programs or policies. Organizational and time management skills to handle workload efficiently under pressure and meet deadlines while working independently with limited supervision. Effective written communication skills for preparing clear and concise documents, including but not limited to briefing notes, reports, and appeal material. Verbal communication skills with the ability to adapt your approach when interacting with a variety of producers, stakeholders, and all levels of Government. Mathematical skills for calculating formulas and program benefits, ensuring data reasonability. Demonstrates analytical and problem-solving skills to address complex challenges, develop solutions and deliver in-depth reports.Conditions:
Should the successful candidate participate in the Crop Insurance or AgriStability Programs, their account must be in good standing. A criminal record check is required.Competencies:
Service Excellence: Delivers and provides additional information or service beyond customer expectations. Uses customer feedback to make changes in work and personally commits to resolving customer issues. Takes a variety of actions to fully understand and meet a customer's needs. Personal Leadership and Development: Demonstrates integrity, openness and inclusiveness by treating self and team members with respect and empathy. Models integrity and inclusiveness by being open, acting with empathy, sharing resources/knowledge across teams and being respectful of all skills and viewpoints. Seeks out continuous learning opportunities to further develop skills. Strategic Thinking: Prioritizes work in alignment with organizational objectives. Asks questions to gain a clear understanding. Commits to achieving success at the team and organizational level. Decision Making: Uses information to make timely and appropriate decisions for the position. Acknowledges personal responsibility for outcomes from decisions made. Can clearly explain their theory behind the decisions they made. Innovation: Adapts methodology and ideas quickly for immediate or anticipated changes in the environment. Challenges the status quo when needed and looks for ways to improve internal processes or practices. Assists in implementing changes. Analytical Thinking: Reflects on past experience and organizational practices and processes to develop consistent action plans. Makes suggestions at team meetings and to manager on potential/known issues and possible solutions. Asks pointed questions and does research to learn more about the issue. Team Collaboration: Brings forward ideas, solutions and concerns to help the team problem solve and build solutions. Capitalizes on the strengths and skill sets of team members by aligning tasks with individual strengths. Respects contributions of all team members, demonstrating cooperation and support for team decisions. Building Organizational Community: Works independently, interdependently and participates as a contributing member across work teams. Ensures cross-team collaboration for organizational effectiveness. Actively builds relationships by establishing respect, trust, support and understanding. Communication: Responds to audiences needs by modifying the approach, content or format of the communication. Anticipates and prepares for responses or reactions with sensitivity and directness. Conveys understanding and empathy from the other person's perspective. Accountability: Seeks and/or provides challenging assignments as learning opportunities. Assumes responsibility for personal actions, behaviours and results. Promotes integrity in others by maintaining consistent values and performance standards. Performance Management: Makes timely decisions to move work forward; takes responsible risks to improve services and achieve goals. Completes all assigned duties on a consistent basis with energy and drive. Takes/provides opportunities to learn and demonstrate new knowledge and skills. Planning and Risk Management: Continually adapts priorities and responsibilities in response to changing needs. Organizes and prioritizes work to implement plans. Divides objectives into manageable tasks and sets deadlines to keep projects moving forward.