Customer Experience Representative

**Job Title**: Customer Experience Representative

**Language**: English or Bilingual English/French

**Position Type**: Full time

**City**: Mississauga
**Work Type & Hours**: Permanent, Hourly Paid - 35-40 hours per week

**Work Environment**: Customer Experience Department
**Career Level**: Professional & Experienced

drias International is an ambitious, innovative, and fast-paced company. We offer exceptional training and development programs, along with competitive pay and great benefits all within an engaging, fun, and collaborative work environment. drias International staff members have a unique opportunity to gain national knowledge and expertise in handling policies across various regions and territories. At drias International, we all work together to come up with big ideas and bring them to life. We focus on our customers first, we bring our best, and we are stronger together.

drias International offers a comprehensive benefits package, including:

- Health insurance
- Long-term disability
- Company paid short-term disability, life insurance, and AD&D
- Generous vacation policy
- Personal care days
- Pension (RPP)
- Health club reimbursement
- Tuition reimbursement

**Summary Overview**:The Customer Experience Representative provides professional, courteous, and accurate responses to written customer inquiries.

**Essential Responsibilities** include the following. Other duties may be assigned.
- Delivers excellent customer service to clients.
- Updates morning report financials with DPN’s.
- Collaborates with Finance department to ensure procedures are handled by business rules.
- Manually enters loan, policy value calculations and surrenders.
- Provides information and service to existing and new customers regarding a full range of products. Uses sound judgment and flexibility when recommending appropriate options and solutions.
- Troubleshoots and gathers information for customers to identify root causes of customer dissatisfaction and determines appropriate course of action. Escalates to different departments when appropriate.
- Processes a variety of policy change requests within set service standards.
- Processes correspondence and return mail accurately and within standards.
- Identifies opportunities for process improvements.
- Takes calls for the Customer Experience team as needed.
- Cross-trained on other blocks of business and other department functions.
- Special projects as assigned.

**Qualifications**:
To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The qualifications, physical demands and work environment characteristics listed below are representative of the knowledge, skills and ability required to successfully perform the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

**_ Education and/or Experiences_**

High school diploma required.

**_ Language and Communication Skills_**

Proven professional letter writing skills required.

**_ Professional Skills_**

Must be able to maintain strict confidence with regards to sensitive and protected confidential information. Must be able to gain trust, respect, and confidence of customers. Must be a team player and exhibit a strong desire to learn and promote self-growth. Must be pro-active, have a good attitude, be self-disciplined, and self-motivated. Creative problem solving skills with the ability to coordinate multiple tasks.

Attention to administrative detail and high organizational skills required. Must present in a clean and neat physical appearance and strictly abide by company dress code, and maintain a clean and neatly organized workspace.

**_ Reasoning Ability_**

**_ Mathematical and Reasoning Skills_**

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs Ability to understand and communicate basic math.

**_ Computer Skills_**

A proficiency in Microsoft Office: Outlook, Word, PowerPoint, Excel, as well as fundamental computer navigation and typing skills required.

**_ Physical Demands_**

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals to perform the essential functions.

While performing the duties of this job, the employee is regularly required to sit and use hands to finger, handle, or feel, especially with use of the phone and computer. The employee frequently is required to reach with hands and arms and talk or hear especially in use of the telephone and meetings. The employee is occasionally required to stand, walk, stoop, kneel, crouch, or crawl. The employee may occasionally lift and or move up to 35 lbs. Specific vision abilities required by this job include