Customer Care Advisor

2 weeks ago

North York Ontario, Toronto, Canada Greenstone Financial Services Canada Full time

***Only LLQP licensed applicants will be considered***


CUSTOMER CARE ADVISOR


WHO WE ARE

Greenstone is a leading distributor of direct-to-consumer insurance solutions in Australia, New Zealand and now Canada. Backed by majority shareholders Ontario Teacher’s Pension Plan (OTPP) and Caisse de Dépôt et Placement du Québec (CDPQ), we've expanded into the Canadian market, introducing affordable, high-quality insurance products.


Our commitment to data-driven decision-making and a continually evolving product offering reflects our dedication to meeting the ever-changing needs of our customers. Renowned for award-winning customer service, we leverage technology and analytics to design, administer, market, and distribute a variety of insurance products in collaboration with the world’s most trusted underwriters. Join us in shaping the future of insurance.

PURPOSE OF THE ROLE

Receive and make telephone calls to customers who have missed payments/require a payment arrangement or who have indicated they wish to cancel their policy and discuss the reason they are considering cancellation. In each case, address any issues they raise and work with the customer to offer solutions with the objective of solving any concerns in order to maintain them as a customer. The ultimate goal being that the client remains a satisfied customer of Greenstone.

KEY ACCOUNTABILITIES

The following aspects of this role are indicative only and in no way limit the Company in allocating additional accountabilities (specific tasks, projects or related activities) to the employee, within the scope of the employee’s level of competence, experience, knowledge and qualification.

Summary of Accountabilities


Cancellation requests Management


  • Respond to customer requests to cancel their policy and address any concerns they may have, offer solutions as per documented processes, reiterate policy benefits, make policy changes, set up payment arrangements and use available tools to assist the customer.
  • Handle customer complaints
  • Record required call notes in relation to any work items handled, policy and/or payment changes to ensure the interaction is recorded accurately for business records.
  • Send call escalations when required.
  • Provide clients with correct and accurate information.
  • Process refunds as per documented process
  • Always deliver a positive customer experience


Support Customer Care activities


  • Be diligent in maintaining all licenses required to perform your role as a life sales agent in each jurisdiction
  • Meet expected individual targets and contribute to business and team targets ensuring all customer service, sales and cancellation queries are handled in a professional, results driven manner.
  • Handle all Customer Care cases and call backs in a timely manner.
  • Follow and apply all quality assurance and compliance guidelines at all times
  • Participate in team incentives, daily catch ups and morning minutes to drive performance.
  • Observe and provide general updates to management team around trends in relation to the reasons for customer cancellation/ dishonour.
  • Suggest potential approaches to address regularly occurring customer issues to the relevant manager.
  • Learn and apply coaching and feedback from manager to assist in meeting KPIs and expectations within the role.
  • Communicate effectively and professionally with other departments.
  • Keep up to date with any changes relating to Company Policies, process and procedures
  • Maintain appropriate licensing for the jurisdictions you are servicing

POSITION REQUIRMENTS


Essential

  • Life License Qualification Program LLQP
  • Sales, service and/or collections experience with the ability to effectively communicate policy details to customers
  • Exceptional ability to understand and address issues raised by customers and find solutions to suit customer needs in line with the business
  • Proven empathetic nature towards customers combined with the ability to address and defuse customer complaints
  • Highly developed problem-solving ability
  • Positive, pro-active and highly motivated approach to work
  • Exceptional time management
  • Ability to work autonomously in a fast-paced Call Centre environment


BENEFITS


That's why you can expect to be rewarded for the hard work you put in through job satisfaction, career development and the fantastic range of benefits we offer:


What's in it for you?


  • Funded Induction product training and on-going coaching and support
  • 4 weeks' vacation leave per year
  • 10 Sick days
  • Hybrid role (3 days in office 2 days working-from-home)
  • 100% employer paid health benefits
  • $500 Health spending account
  • Parental leave top-up
  • 5% RRSP matching
  • Growth opportunities
  • Will pay for memberships and renewals/ongoing licensing costs for relevant provinces
  • Free weekly lunches and more


Apply Now


If this role interests you, we would love to hear from you

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