Customer Service Representative

5 months ago

Markham, Canada Combined Insurance Full time

The main function of this role is to provide quality service to our policyholders, Regional Offices and other departments within the Head Office, as well as working with our US counterparts and covering the reception duties.

The primary responsibility of the employee will be trained reception duties and on the Policyholder Services (PHS) functions necessary to become a Customer Service representative. The employee will learn all the company policies, procedures, products, customer support systems and learn how to service customer inquiries and reception tasks.

The training will focus on learning the skills and knowledge necessary to represent the Company by performing the customer service function from both transactional and from a total customer experience and at Front desk.

Typically, the successful completion of training and gaining required job knowledge before qualifying for the next level is a minimum of 12 months on the job.

**Job duties & responsibilities include.**
- Cover Front desk Reception, greet customers and vendors and answer phone from 8h30 to 5H00
- Support Operations back-office activities
- Mail support and preparation
- Analyze and Respond to PH for Life, Accident and Health products, make online single day record adjustments (name, address, beneficiary).
- Process daily mail, create & mail samples and duplicates, process links/delinks, track and input daily production into I360 system,
- Participate in monthly QWG meetings and other assigned duties.
- Responsible for all Life, Health and Accident policy activities such as; annual statement letters, analyze policyholder's request as it relates to Data Base information, Access, CICS PROD, DBIQ,ASIQ,ACIQ,CARS,RICOH,DBSN,AISN,PACI,LSP,NBPM, MTXT, L70.
- Process changes for Preferred Billing dates, payment history, Pac mode, along with any status changes, issue date, premium, form number, language and non-smoker change.
- Complete a daily production sheet and photocopy for duplicate copies.

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