Service Centre Representative

8 months ago

Steinbach, Canada Manitoba Public Insurance Full time

Overview:
Under general supervision, the Service Centre Representative provides face-to-face customer service related to Manitoba Public Insurance (MPI) products, services (including claims related services) and policies, including selling and issuing these products and services.

The Service Centre Representative processes transactions to meet customer needs, ensuring compliance with MPI business rules, and handles and balances funds.

Day-to-day supervision is provided for technical direction set by functional business areas. The Service Centre Representative provides assistance, back-up, and training to other roles within the service centre, as required.

**Responsibilities**:

- Issues, renews and/or updates driver’s licences.
- Performs Canada wide searches on the Driver Licence System (zScope).
- Issues driving in force letters, conditional licences, permits, and/or suspension notices.
- Communicates to customers regarding driver’s licence suspensions, including refuse to renew regulations, Graduated Driver Licensing and Driver Education Student Programs, requirements on all classes of driver’s licences, and the Driver Safety Rating system.
- Verifies identity on new and returning Manitoba driver’s licence customers and explains Facial Recognition System.
- Verifies applicable documents and letters (abstracts, claims experience letters).
- Completes Broker Notification Tasks.
- Sells Driver’s Abstracts.
- Creates testing appointment services.
- Schedules test appointments and collects payment.
- Verifies customer identity and conducts vision tests.
- Administers electronic and oral knowledge tests and explains errors to customers as required.
- At locations that offer motorcycle testing, provides assistance in the trailing vehicle during the administration of the road test.
- Checks in customers and verifies eligibility for driver testing appointments.
- Provides information related to cognitive assessments, through Driver Fitness.
- Interprets on-line customer policy information.
- Issues, cancels, renews and/or updates registration and insurance policies.
- Counsels customers on insurance coverage options and additional coverage.
- Sells Temporary Registration permits and Snopasses.
- Administers the International Registration Plan (IRP), pick-up and pay and renewals
- Sells Claims Experience Letters.
- Explains Canadian Loss Experience Automobile Rating and how rates are determined.
- Provides Vehicle History Searches.
- Sells Vehicle Safety supplies including Certificates of Inspection (COI), Periodic Mandatory Vehicle Inspection Certificates, safety decals and Body Integrity Inspection Certificates (BIIC).
- Administers salesperson and dealer tests.
- Issues, renews and replaces previously approved Dealer plates and sells Dealer Interim Registration Permits.
- Issues, renews and replaces Repairer plates.
- Registers and schedules customers for Driver Z classes and receives payment.
- Explains Driver Z program, parental consent, cancellation and refund processes.
- Reschedules estimate and adjuster appointments.
- Prints and witnesses Total Loss documents and completes associated IWS transactions.
- Witnesses documents that require a witness and/or Commissioner for Oaths.
- Issues GST refunds and receives payments, as required.
- Receives, scans and uploads claims documents into CARS and notifies adjusters.
- Clears red flags and advises customers of claims status.
- Monitors inbox and schedules non-driver appointments, adjuster appointments and New Claim events.
- Performs Inter-Provincial Records Exchange System (IPRES) Checks and confirms driver’s licences and registrations for claim coverage.
- Calculates earned premiums for claim coverage consideration.
- Receives payments for claims buybacks
- Receives child restraint seats, completes CARS templates for same and prepares payments.
- Receives tow bills and prepares payments.
- Completes events in the CARS To Do List.
- Provides customers with information about the program.
- Books interview appointments and collects fees.
- Captures customer photo and signature, enters Birth Certificate information into system, and scans identity documents for storage and future retrieval.
- Conducts visual and tactile review of the original document checking for correct document appearance and security features.
- Requests additional documents to support identity verification requirements, schedules follow-up visit if necessary to obtain the documents.
- Confirms all relevant documents required for enhanced identity status are fully and clearly captured on the Electronic Document Management System (EDMS).
- Informs the customer that the process is completed and explains the process for approval or denial.

Qualifications:

- High school diploma or equivalent.
- Education in customer service or business-related courses are an asset
- Three years of customer service and administrative office experience.
- Experience working with MPI products and se

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