Customer Care Specialist

2 weeks ago

Canada The Travelers Full time

Who Are We? Solid reputation, passionate people and endless opportunities. That's Travelers. Our superior financial strength and consistent record of strong operating returns mean security for our customers – and opportunities for our employees. You will find Travelers to be full of energy and a workplace in which you truly can make a difference.Job Category Claim, Customer Experience, Customer ServiceTarget Openings 1What Is the Opportunity? Do you have a strong desire to help others with life's unpredictable moments? Do you provide a superior customer experience by building an authentic emotional connection with customers and maintaining a high level of professionalism and productivity? As the first contact for customers, brokers, and claimants, the Customer Care Specialist provides needed assurance and crisis management while setting the tone for Travelers' Claim experience. By handling a high volume of incoming calls, you will accurately and efficiently capture first notice of loss information and respond to customer inquiries. As you expand your communication, technical, and business knowledge you will have the opportunity to grow your career at Travelers.

  • Answers inbound calls to meet customer needs by efficiently capturing first notice of loss information, responding to questions, redirecting customers to appropriate department/claim professional or promptly escalating urgent claims according to the established escalation guidelines.
  • Build and maintain customer satisfaction and trust by graciously listening to denote customer concerns and effectively applying learned product and systems knowledge.
  • Adapt and modify communication style to provide a positive, consistent, empathetic, and thorough customer experience.
  • Assess a variety of customer situations to ensure appropriate and comprehensive documentation of information following the guidelines of multiple workflows under the corresponding line of business.
  • Navigate numerous technological systems and platforms simultaneously to accurately access and input information while interacting with the customer.
  • Other responsibilities as assigned.
  • Perform other duties as assigned.
  • Bachelor's Degree with one year of claims clerical support, office related or customer service experience, or an equivalent combination of education and experience preferred.
  • Bi-lingual in English and French is an asset.
  • Enrollment in C.I.P program is an asset.
  • Strong ability to maintain composure and flexibility while displaying passion, integrity, commitment, and drive to deliver a positive, differentiated service that improves our customers' lives.
  • Excellent communication skills with the ability to actively listen, empathize, build trust, establish rapport, and effectively de-escalate customer issues.
  • Self-starter with the ability and drive to continuously learn new skills and flexibly adapt to new information and technology platforms.
  • Strong multitasking skills including the ability to apply typing skills and system navigation to proactively address customers' needs and concerns.
  • Ability to work well in a structured work setting and adhere to a daily schedule including commitment to excellent attendance with proven reliability.
What is a Must Have?
  • High School Diploma or GED required.
  • Six months of customer service experience required.
  • Willingness and flexibility to work evenings, weekends, and holidays required.
What Is in It for You?
  • Health Insurance: Employees and their eligible family members – including spouses, partners, and children – are eligible for coverage from the first day of employment.
  • Retirement: Travelers provides a core contribution of 3% of your total eligible earnings to your Deferred Profit Sharing Plan ("DPSP"). Travelers also matches your savings plan contribution dollar-for-dollar up to 5% of base pay.
  • Paid Time Off: Start your career at Travelers with a minimum of 20 days Paid Time Off ("PTO") annually, plus the opportunity to purchase additional days to allow for up to a total of 36 PTO days per year. You will also receive twelve paid company Holidays.
  • Wellness Program: The Travelers wellness program is comprised of tools and resources that empower you to achieve your wellness goals. In addition, our Life Balance program provides access to professional counseling services and other resources to support your daily life needs. Through Life Balance, you're eligible for free counseling sessions with a licensed therapist.
  • Volunteer Encouragement: We have a deep commitment to the communities we serve and encourage our employees to get involved. Travelers has a Matching Gift and Volunteer Rewards program that enables you to give back to the charity of your choice.
  • Hybrid Work Arrangement: Employees in this position can split their time between working from home and a Travelers office.
What Is in It for You?
  • Health Insurance: Employees and their eligible family members – including spouses, partners, and children – are eligible for coverage from the first day of employment.
  • Retirement: Travelers provides a core contribution of 3% of your total eligible earnings to your Deferred Profit Sharing Plan ("DPSP"). Travelers also matches your savings plan contribution dollar-for-dollar up to 5% of base pay.
  • Paid Time Off: Start your career at Travelers with a minimum of 20 days Paid Time Off ("PTO") annually, plus the opportunity to purchase additional days to allow for up to a total of 36 PTO days per year. You will also receive twelve paid company Holidays.
  • Wellness Program: The Travelers wellness program is comprised of tools, discounts and resources that empower you to achieve your wellness goals and caregiving needs. In addition, our mental health program provides access to free professional counseling services, health coaching and other resources to support your daily life needs.
  • Volunteer Encouragement: We have a deep commitment to the communities we serve and encourage our employees to get involved. Travelers has a Matching Gift and Volunteer Rewards program that enables you to give back to the charity of your choice.
Equal Employment Opportunity Statement Travelers is an equal opportunity employer. We are committed to providing accommodation to persons with disabilities. If you require accommodation during the recruitment or interview process we will work with you to accommodate your needs.If you are a candidate and have specific questions regarding the physical requirements of this role, please send us an so we may assist you.

The Travelers

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