Service Support Representative

3 weeks ago

Vancouver, Canada Imperial PFS Full time

**Bilingual Service Support Representative**

**You’re legendary. We’re hiring. Let’s talk**
Every day, we work to deliver on our Corporate Mission Statement: “To be the market leader by delivering innovative financial and technology solutions to help our Customers, partners, and investors achieve their goals.”
How do we do that? By empowering and encouraging our Associates to provide products and legendary Customer service unparalleled in our industry.

**For Our Associates**
- At the office: Based on your location, we offer parking and commuter benefits programs to help make your commute a little easier.
- Getting started: We offer a comprehensive paid training program that will make you feel prepared and excited about your role.
- Staying healthy: Our wellness program, LiveWell, combined with our Employee Assistance Program (for when you need confidential support), help you keep an eye on short and long-term goals and any bumps that pop up along the way. We are also proud to offer subsidies to support your health and fitness goals by providing gym membership subsidies.
- Preparing for your future: Imperial PFS offers a RRSP with a company match

**JOB SUMMARY**:
The individual performing in this role will be responsible for providing Legendary service to agents and insured Customers in a timely and accurate manner. The Service Support Representative will process incoming correspondence regarding policy maintenance, acknowledgements, return mail and other Customer service requests on paper and electronically. Written and verbal fluency in Quebecois French and English is required.

**KEY RESPONSIBILITIES**:

- Provide Legendary Service to all Customer inquiries (external and internal) by responding promptly and thoroughly to all requests.
- Respond to telephone inquiries from insurance brokers, insurance carriers and insured Customers regarding premium finance accounts. Properly document call conversation on each specific account.
- Assist brokers with understanding and utilizing our financial products and services.
- Communicate internally with Sales, Collections, Service, and finance as appropriate.
- Make outbound calls and/or generate letters to obtain additional account information.
- Forward requests to management to prevent imminent cancellation of policies by analyzing insured payment history and agency production.
- Request generation of manual notices in the absence of system-generated notices.
- Appropriately route requests for research and resolution of account transaction issues.
- Process return mail.
- Develop and maintain knowledge of tools used by our Customers, including our website, and available payment options. Effectively communicate the applicable features and benefits and provide training on their usage.
- Be knowledgeable of SNAP Premium’s Best Practices and review procedural changes to ensure compliance with the organizations policies and procedures.
- Other duties as assigned.

**REQUIRED SKILLS**:

- 2 years Customer service experience, preferably in a call centre environment
- A minimum of 1 year working in the financial or banking industry
- Computer proficient in a Windows-based environment
- Strong speaking and written communication skills
- Bilingual (FRENCH and English)
- Strong business office knowledge and skills
- Knowledge of the Insurance industry is preferred
- Very strong communication and business skills
- Proven problem-solving expertise
- Excellent organization and multi-tasking abilities
- Computer literate
- Ability to quickly learn new systems and procedures
- Exceptional customer service and contact management skills
- Positive attitude, highly motivated, ability to work independently in a team environment
- Written and verbal fluency in Quebecois French and English

**EDUCATION QUALIFICATIONS**:
A completed bachelor’s degree from an accredited university or a combination of post-secondary education and work experience

**Vous êtes légendaire. Nous embauchons. Parlons-en**
Postulez dès aujourd'hui, pour avoir la possibilité de vous joindre à l'une des plus importantes sociétés de financement de primes d'assurance en Amérique du Nord. Depuis 1977, notre société s'est développée et compte aujourd'hui plus de 500 représentants répartis sur 30 sites aux États-Unis, à Porto Rico et au Canada.
Chaque jour, nous nous efforçons de respecter la mission de notre société : « Ê tre chef de file du march é, en proposant des solutions financi è res et technologiques novatrices pour aider nos clients, nos partenaires et nos investisseurs à atteindre leurs objectifs. »
Comment y parvenons-nous? En responsabilisant et en encourageant nos représentants à fournir des produits et un service à la clientèle légendaire, sans pareil dans notre secteur.

**Pour nos représentants**
Au bureau : En fonction de votre lieu de travail, nous offrons du stationnement et des programmes d’avantages pour les navetteurs, afin de faciliter vos dép

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