Call Centre Representative

2 weeks ago

Markham, Canada Combined Insurance Full time

**PRIMARY DUTIES**
- Investigate, own, and resolve customer inquiries regarding coverage, claims, billing and service, while clearly documenting outcomes in the system for future reference
- Maintains confidentiality of client account information and other confidential information. Conducts work in a professional manner
- Meets or exceeds productivity and quality objectives established by the department as well as Customer experience call audits
- Use problem solving capabilities to effectively resolve any conflicts with clients, agents and/or brokers
- Take and support phone enrolments
- Ensures timely and accurate assignment of cases for resolution to the appropriate departments.
- Produce literature fulfilment and notes to the adjustors.
- To continue training/developing with all aspects of the job, product as well as procedures.

**TÂCHES PRINCIPALES**:
- Fournir un excellent service à la clientèle aux clients internes et externes concernant les polices, la facturation, les demandes de règlements, les paiements et les demandes d’information (téléphone, courriel, etc.).
- Examiner, se charger et résoudre les demandes d’information des clients concernant la couverture, les demandes de règlement, la facturation et le service, tout en documentant clairement les résultats dans le système pour référence future.
- Maintenir la confidentialité des informations du compte client et des autres informations confidentielles. Effectuer le travail d’une façon professionnelle.
- Atteindre ou dépasser les objectifs de productivité et de qualité établis par le service ainsi que par les vérifications des appels sur l’expérience client.
- Utiliser les capacités de résolutions de problèmes pour régler de façon efficace tout conflit avec les clients, les représentants ou les courtiers.
- S’assurer de l’attribution opportune et exacte des cas aux bons services aux fins de résolution.
- Remplir et produire des documents et des notes pour les experts en sinistres.
- Poursuivre la formation/perfectionnement relatif à tous les aspects de l’emploi, autant sur les produits que sur les procédures

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