Customer Care Agent 1

Overview:
As the Customer Care Agent 1, you will respond to enquiries related to standard insurance and registration transactions, informational enquiries, and performs related transactions, such as opening claims and scheduling appointments. Throughout all transactions, you will verify the information entered in the appropriate system.

**Responsibilities**:

- Respond to standard incoming contacts in accordance with established service standards regarding MPI policies and procedures. Types of contacts can include:

- Open new claims, ensure that all relevant details relating to the claim are obtained from the claimant and that coverage is verified.
- Advise claimants of applicable coverage, the procedures to be followed when filing a claim and the MPI approved process for handling the claim.
- Categorize new claims as non-contentious, contentious or bodily injury.
- Schedule the necessary appointments.
- Perform basic insurance and drivers’ licensing transactions according to defined and highly standardized processes, provide customers with relevant information resulting from the transaction.

Qualifications:

- High school diploma or equivalent.
- Three years of customer service, administrative office or contact centre experience.
- Communication skills with the ability to actively listen and convey information respectfully in a clear, concise and understandable manner. Must be comfortable handling stressful contacts from angry/frustrated customers or emotional situations which may include discussing severe injuries or fatalities.
- Customer service skills with the ability to deal tactfully with sensitive issues in a confidential manner and to take initiative to ensure customer impacting issues are resolved.
- Must be able to type a minimum of 35 words per minute Testing may be required to demonstrate ability.
- Works independently and under pressure in a fast-paced environment.

Employee Benefits:
**Health benefits**

We offer a comprehensive health benefits program that includes:

- flexible health, dental and vision plans
- health spending account
- travel health coverage
- other extended health benefits such as ambulance, massage and physiotherapy

**Financial security**

In an effort to support financial security, we offer:

- registered pension plan
- group, dependent, and optional life insurance coverage
- critical illness insurance
- sick leave to cover short-term disability
- long-term disability

**Wellness**

We offer programs that focus on how to better achieve a balance between work and personal commitments, as well as maintain a healthy workplace culture. This includes:

- vacation entitlement
- flexible work arrangement for eligible positions
- maternity, parental and adoptive leaves
- bereavement and family responsibility leaves
- employee and family assistance program
- mental-health programming
- lunch-and-learn offerings
- discounted gym memberships and wellness account

**Diversity and inclusion**

Manitoba Public Insurance believes that diversity and inclusion strengthens us. We consider ourselves to be a barrier-free organization where individual values, beliefs and practices are respected and appreciated for the diversity they bring to our work life.

**Employee recognition**

It’s important to recognize our employees for their contributions. Not only do we recognize employees as they achieve milestone years in their careers, we also have several outlets for leaders and peers to reward each other for work well done.

**Professional development**

We want our employees to grow, which is why we offer support in keeping their skills up-to-date. We offer in-house training, professional development and an educational assistance program.

**Safety and health**

In an effort to encourage a safe and healthy work environment, we offer various safety, health and workplace policies and programs along with technical expertise and assistance to support employee activities in safety and health.