Customer Service Partner

6 months ago

Montréal, Canada Allianz Trade Full time

**Job Purpose**: The Customer Service Partner** **is responsible for managing and resolving client requests and issues across multiple channels and segments, while liaising with the Direct Sales Force and other internal stakeholders, to support Allianz Trade in new business production and customer retention

**Key Responsibilities/What You Do**:

- Assist in managing a large portfolio of policies, with key responsibilities to include: communication with Agents in regards to renewal changes and policy distribution
- Responsible for managing integrity of System Contacts for assigned portfolio
- Applies technical knowledge to customer queries to provide solutions.
- Takes personal responsibility for the implementation of service standards.
- Documents all interactions with clients within the CRM and ticketing system.
- Identifies process improvements based on exposure to client issues and concerns that directly impact retention and new business production
- Interprets and analyzes data and other information provided by clients as a means to suggest optimal solutions to issues and concerns.
- Helps to generate and implement WOW moments with EH clients and brokers
- Other duties as assigned

**Key Requirements/What You Bring**:

- Prior credit insurance and commercial banking experience a plus
- Prior customer service experience
- High level of computer literacy with an ability to quickly acclimate to new systems.
- Exceptional internal & external client service mentality
- Excellent troubleshooting skills
- Excellent written and verbal communication skills
- Excellent technical and analytical skills
- Proven ability to manage multiple work functions in a high volume setting
- Self-motivated & team player
- College or University degree in related field
- Insurance license - an asset
- 2-3 years customer service experience in a B2B environment
- Trade Credit Insurance experience - an asset
- Highly computer literate with proficiency in Word, Excel and similar software.
- Fluent in French, Verbal and written an asset

**Objectif du poste**:Le Partenaire du service à la clientèle est responsable de la gestion et de la résolution des demandes et des problèmes des clients à travers plusieurs canaux et segments, tout en assurant la liaison avec la force de vente directe et d'autres parties prenantes internes, afin de soutenir Allianz Trade dans la production de nouvelles affaires et la rétention des clients.

**Responsabilités clés**
- Aider à la gestion d'un vaste portefeuille de politiques, avec des responsabilités clés pour inclure: la communication avec les agents en ce qui concerne les changements de renouvellement et la distribution des politiques
- Responsable de la gestion de l'intégrité des contacts du système pour le portefeuille attribué
- Applique des connaissances techniques aux requêtes des clients pour fournir des solutions.
- Assume la responsabilité personnelle de la mise en œuvre des normes de service.
- Documente toutes les interactions avec les clients au sein du CRM et du système de billetterie.
- Identifie les améliorations des processus en fonction de l'exposition aux problèmes et préoccupations des clients qui ont un impact direct sur la rétention et la production de nouvelles entreprises
- Interprète et analyse les données et autres informations fournies par les clients afin de suggérer des solutions optimales aux problèmes et préoccupations.
- Aide à générer et à mettre en œuvre WOW moments avec nos clients et courtiers
- Autres tâches assignées.

**Compétences clés**
- Expérience préalable en assurance-crédit et en banque commerciale un plus
- Expérience préalable du service à la clientèle
- Haut niveau de connaissances en informatique avec une capacité à s'acclimater rapidement aux nouveaux systèmes.
- Mentalité exceptionnelle de service à la clientèle interne et externe
- Excellentes compétences en dépannage
- Capacité d'assimiler et d'appliquer des informations provenant de multiples fonctions
- Excellentes compétences en communication écrite et verbale
- Excellentes compétences techniques et analytiques
- Capacité éprouvée à gérer plusieurs fonctions de travail dans un volume élevé
- Motivé et joueur d'équipe
- Diplôme collégial ou universitaire dans un domaine connexe
- Licence d'assurance - un atout
- 2-3 ans d'expérience en service à la clientèle dans un environnement B2B
- Expérience en assurance-crédit Commerciale - un atout
- Très compétent en informatique avec une maîtrise de Word, Excel et des logiciels similaires.
- Maîtrise du français, oral et écrit un atout

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| Customer Services & Claims | Professional | Non-Executive | Allianz Trade | Full-Time | Permanent

Allianz Group is one of the most trusted insurance and asset management companies in the world. Caring for our employees, their ambitions, dreams and challenges, is what makes us a unique employer. Together we can build an en

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