Customer Service Representative

5 days ago

Toronto, Ontario, Canada PFSL Investments Canada Ltd Full time

The Customer Service Representative (CSR) role at Primerica Financial Services Canada is focused on providing excellent service to clients and supporting internal teams with various administrative and customer-facing tasks. While specific responsibilities can vary depending on the department or region, here is an overview of the typical job description for a Customer Service Representative:

Key Responsibilities:

  1. Client Support and Assistance:

    • Respond to Client Inquiries: Address client questions and concerns related to insurance policies, financial products, claims, payments, account status, and other inquiries.
    • Provide Information on Products: Educate clients about Primerica's products and services, including life insurance, investments, and financial planning services.
    • Resolve Issues: Troubleshoot and resolve customer issues in a timely and professional manner, ensuring customer satisfaction.

  2. Policy and Account Management:

    • Assist with Policy Changes: Help clients with policy updates, such as beneficiary changes, address updates, or other personal information changes.
    • Process Applications and Claims: Assist with the application process for insurance policies or financial products and handle claims processing in accordance with company guidelines.
    • Billing and Payments Support: Help clients with billing inquiries, payment processing, and understanding their payment schedules or overdue notices.

  3. Documentation and Record-Keeping:

    • Maintain Accurate Records: Ensure that customer interactions, inquiries, and transactions are accurately recorded in the CRM or customer database.
    • Handle Correspondence: Manage and respond to written communication, including emails, letters, and online chat requests.
    • Compliance with Company Policies: Ensure all client communications and transactions comply with company policies, procedures, and regulatory requirements.

  4. Collaboration with Other Teams:

    • Work with Financial Advisors: Assist financial advisors by preparing client documentation, scheduling appointments, and ensuring that clients' needs are met.
    • Coordinate with Claims and Underwriting Departments: Assist with the communication process between customers and the underwriting or claims departments to ensure a smooth process for clients.
    • Support Sales and Marketing Teams: Help in the preparation of client-related materials or support marketing initiatives for promoting Primerica's products.

  5. Customer Education:

    • Product Education: Provide customers with clear explanations of Primerica's financial products, such as life insurance policies, investments, mutual funds, and other offerings.
    • Help Clients Understand Statements: Walk clients through policy details, annual statements, and any financial documents to ensure they fully understand their coverage, benefits, or investment details.

  6. Follow-Up and Relationship Management:

    • Proactive Follow-Up: Make outbound calls or send follow-up emails to clients to ensure their questions are answered and needs are met.
    • Maintain Client Satisfaction: Work to build and maintain long-term client relationships by consistently providing high-quality service and assistance.

  7. General Administrative Support:

    • Data Entry and File Management: Perform routine administrative tasks such as data entry, file maintenance, and document management.
    • Scheduling Appointments: Coordinate and schedule meetings between clients and financial advisors, ensuring the effective use of advisors' time and resources.
Key Requirements and Qualifications:

  1. Education:

    • High School Diploma or Equivalent: A minimum educational requirement, although post-secondary education in business, finance, or a related field may be an asset.
    • Completion of Relevant Training: Primerica often provides in-house training to familiarize CSRs with their products, services, and procedures.

  2. Skills:

    • Strong Communication Skills: Excellent verbal and written communication skills are essential for interacting with clients and internal teams.
    • Problem-Solving Abilities: Ability to identify issues, think critically, and provide effective solutions to clients.
    • Attention to Detail: High attention to detail in managing client information, processing transactions, and ensuring accuracy in communication.
    • Customer-Focused: Ability to remain professional, empathetic, and service-oriented in dealing with clients' needs and concerns.
    • Time Management: Ability to handle multiple tasks simultaneously and meet deadlines in a fast-paced environment.

  3. Experience:

    • Customer Service Experience: Prior experience in a customer service role, preferably in a financial services, insurance, or related industry.
    • Experience with Financial Products (Preferred): While not always required, a basic understanding of financial products such as life insurance, investments, or banking services is helpful.

  4. Technical Skills:

    • Proficiency in Office Software: Familiarity with Microsoft Office Suite (Word, Excel, Outlook) and other common office tools.
    • Comfort with Digital Communication Tools: Ability to work with various digital communication methods, such as email, chat, and phone systems.

  5. Personal Attributes:

    • Adaptability: Ability to thrive in a fast-paced and evolving environment.
    • Team Player: Collaborating effectively with other team members and departments within Primerica.
    • Dependable and Reliable: Strong commitment to punctuality and consistency in fulfilling job responsibilities.
Career Growth:
  • Internal Advancement Opportunities: Successful Customer Service Representatives may have opportunities to transition into other roles within the company, such as sales support, financial advisor roles, or management positions.
  • Professional Development: Primerica offers various professional development programs that may assist CSRs in advancing their careers and expanding their knowledge of financial services.
It is urgent hiring. The process may be faster if you are qualified. 

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