Customer Care Agent 1

7 months ago

Winnipeg, Canada Manitoba Public Insurance Full time

Overview:
As the Customer Care Agent 1 (FLS - French Language Services), you will respond to enquiries related to standard insurance and registration transactions, informational enquiries, and performs related transactions, such as opening claims and scheduling appointments. The position responds to incoming contacts for which the response is standard and follows existing documentation and processes.

Throughout all transactions, the Customer Care Agent 1 verifies the information entered in the appropriate system. The position maintains a high level of customer service within established Manitoba Public Insurance (MPI) business rules, polices, and procedures.

Sous la direction du superviseur du Centre de contact, l’agent du service à la clientèle 1 répond aux demandes de renseignements types sur l’assurance et l’immatriculation et à d’autres demandes de renseignements; il effectue des transactions connexes, telles que l’ouverture des demandes d’indemnisation et la planification des rendez-vous. Le titulaire répond aux appels d’arrivée pour lesquels il existe une réponse type et agit selon la documentation et les processus établis.

Dans toutes les transactions, l’agent du service à la clientèle 1 vérifie les renseignements saisis dans le système approprié. Le titulaire offre un service à la clientèle de grande qualité, selon les règles, les politiques et les procédures établies au sein de la Société d’assurance publique du Manitoba.

**Responsibilities**:

- Respond to standard incoming contacts in accordance with established service standards regarding MPI policies and procedures. Types of contacts can include:

- Opening new claims in accordance with MPI claims handling procedures, ensuring that all relevant details relating to the claim are obtained from the claimant and that coverage is verified using effective telephone questioning techniques.
- Advising claimants of applicable coverage, the procedures to be followed when filing a claim and the MPI approved process for handling the claim.
- Categorizing new claims as non-contentious, contentious or bodily injury.
- Scheduling the necessary appointments using the computer system technology.
- Performing basic insurance and drivers’ licensing transactions according to defined and highly standardized processes, providing customers with relevant information resulting from the transaction.
- Search knowledge management databases to locate the information required to respond to enquiries.
- Develop and maintain a working knowledge of MPI policies and procedures in order to adequately respond to enquiries.
- Monitor personal contact handling performance against established service standards and KPIs, and actively works to resolve personal performance issues.
- Actively participate in identifying opportunities to improve departmental service quality.
- Work cooperatively with peers and supervisors to promote a team environment in which all staff assists others with managing responsibilities and fulfilling duties successfully.
- Répondre aux appels d’arrivée selon les normes de service établies dans les politiques et procédures de la Société. Les types de demandes peuvent comprendre:

- Ouvrir de nouvelles demandes d’indemnisation selon les procédures de traitement de la Société, en veillant à obtenir tous les détails pertinents des demandeurs et à vérifier les garanties d’assurance en utilisant des techniques efficaces de communication téléphonique.
- Conseiller les demandeurs sur les garanties d’assurance applicables, les procédures à suivre au moment de présenter une demande d’indemnisation et le processus approuvé par la Société pour traiter la demande.
- Catégoriser les nouvelles demandes d’indemnisation comme étant non contentieuses, contentieuses ou des préjudices corporels.
- Planifier les rendez-vous nécessaires en utilisant la technologie informatique.
- Effectuer les transactions de base liées à l’assurance et à la délivrance des permis de conduire selon les processus définis et hautement normalisés, en fournissant aux conducteurs les renseignements pertinents découlant de la transaction.
- Effectuer des recherches dans les bases de données pour trouver les renseignements requis pour répondre aux demandes de renseignements.
- Acquérir et maintenir une connaissance pratique des politiques et des procédures de la Société afin de pouvoir répondre adéquatement aux demandes de renseignements.
- Surveiller le rendement lié au traitement des contacts à la lumière des normes de service établies et des indicateurs de rendement clés, et travailler activement à la résolution des problèmes de rendement personnels.
- Participer activement au repérage d’occasions d’améliorer la qualité du service dans la section.
- Collaborer avec les pairs et les superviseurs pour promouvoir un environnement axé sur le travail d’équipe, où tous les employés aident

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