Customer Service Representative

3 days ago


Halifax NS, Canada Compunnel Inc. Full time

Job Description:

Providing excellent customer service on approximately 30-40 (inbound) calls per day.

- Process transactions (account/investment changes, withdrawals, loans).

- Provide information and insight on retirement accounts the participant may have, typically related retirement plan-specific provisions.

- Assist customers with the completion of appropriate forms, explain rejections.

- Keep current with company policies, procedures, and processes.

- Meet metrics relative to customer feedback (surveys), first contact resolution, productivity, accuracy, and reliability.

- Recommend client centered resolutions to issues and identify and initiate exceptions within guidelines.

- Assisting callers with website and app navigation/registration/account reset.

Candidate Requirements/Must Have Skills:

1) Minimum 3-4 years of previous customer service/ administrative/ call center experience

2) Previous experience working in an in - office/hybrid work arrangement

3) Previous exposure to being measured against KPIs

Soft Skills

- Assuming responsibility and taking ownership until resolution.

- Capacity to work independently or with minimal direction, within a team.

- Managing time effectively within a high volume and fast paced work environment, including the ability to work through multiple cases simultaneously in a timely manner.

- Aptitude to build positive relationships between customer/company, effectively organize, prioritize and multi-task. Attention to detail. (priority)* - Ability to deal with a wide variety of personalities in a professional manner.

- Confidence to handle unclear/unfamiliar expectations from customers.

- Problem solving, critical thinking (priority)*

Nice-To-Have Skills:

- Knowledge of 401k/pension plans (or Canadian equivalents) is an asset.

- Bilingualism in English/Spanish is an asset.

- Some understanding of financial services concepts



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