Call Centre Representative

3 weeks ago

Markham, Canada Chubb 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

**QUALIFICATIONS REQUIRED**
- 2 years of relevant work experience preferred
- Must be licensed in Accident & Sickness, and Life or be willing to successfully obtain your Insurance licenses within the first 90 days with Combined Insurance.
- Ability to multi-task, talking with customers while completing paperwork and system changes
- Excellent communication and Interpersonal skills
- Outgoing and engaging conversation skills
- Sales acumen a plus
- Effective listening and problem solving skills
- Professional demeanour
- Efficient in Microsoft Office
- Bilingual, English and French
- Excellent verbal communication skills (in both French and English) are necessary.
- Must be detail oriented, analytical and possess excellent Customer Relations skills.

**EXIGENCES DE QUALIFICATION**:
- 2 années d’expérience de travail pertinente de préférence
- Capacité à faire plusieurs tâches en même temps, à parler avec les clients tout en effectuant le travail de bureau et les changements dans le système
- Doit être titulaire d’un permis en assurance Accident et Maladie, et en assurance vie ou être prêt à obtenir ces permis au cours de leurs 90 premiers jours avec Combined Assurances.
- Excellentes compétences interpersonnelles et en communication
- Capacité à converser de façon sociable et engageante
- Avoir le sens de la vente est un avantage
- Aptitudes efficaces à l’écoute et à la résolution de problèmes
- Comportement professionnel
- Compétent à utiliser Microsoft Office
- Bilingue, français et anglais
- Excellentes aptitudes à communiquer oralement sont requises, en anglais et en français
- Doit avoir le souci du détail, des aptitudes en analyse et d’excellentes aptitudes en relation avec les clients

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