Customer Care Specialist

**Overview**

**The customer care team is part of our 24/7 contact centre. You need to be flexible to work a variety of shifts, on rotation, based on the needs of the business.**

**guard.me International Insurance** recognizes people as our most valuable asset. We look for individuals who like working with and helping people and who are interested in long-term career growth within an established, successful company. The work environment is fast-paced and high-energy. You'll get a chance to communicate with others, as everyone's input is valued. The culture is truly collaborative. You'll be working with an established award-winning team with an impressive track record.

If we still have your attention, please read through the responsibilities and qualifications and if you think you’re a good fit, we’d love to review your resume

**Responsibilities**:

- Provide and maintain a high standard of customer service to client organizations, insureds, their families and guardians as well as service providers
- Communicate appropriately based on the situation, using empathy and adjusting tone as needed in sensitive situations
- Maintain accurate data entry; organize and work with detailed records to access, search and retrieve information efficiently and in a timely manner.
- Create detailed and accurate notes of each interaction in our database.
- Contribute to and maintain document management activities (filing & storing of documents, inventory, or research activities)
- Responsible for resolving customer inquiries and complaints in a professional and timely manner.
- Liaise with other departments to solve queries as necessary
- Actively engage in continuous learning and development, including expanding knowledge of **guard.me** products & processes
- Read, acknowledge, and comply with all policies and procedures of the organization
- Attend privacy and security training during your onboarding process as well as annually thereafter
- If you become aware of an incident or potential incident that may result in the unauthorized access, use, copying, alteration, or disclosure of personal information that may be in the possession or control of guard.me, immediately notify guard.me's Privacy Office
- Agree to work together with the Privacy Office to gather required information relevant to any privacy incident, implement any corrective actions as directed by the Privacy Office, and submit privacy incident reports to the Privacy Office, as necessary.
- Availability to be flexible to work a variety of shifts, on rotation, based on the needs of the business.
- Other duties and responsibilities as guard.me shall reasonably require.

**Qualifications and Skills**
- Minimum of 3 years’ experience in a Contact/Call Centre environment
- Completion of Secondary School, College Diploma, or Degree, or equivalent combination of education and experience.
- Insurance experience would be an asset
- Excellent customer service attitude with an ability to demonstrate this while interacting with our insureds in whichever channel required.
- Solid teaming skills to work collaboratively in a positive, energetic, and outgoing manner.
- Comfortable adapting to new situations with the ability to perform well, negotiate and problem solve in dynamic situations.
- Strong attention to detail with the ability to multi-task
- Ability to maintain high-level of confidentiality of clients’ information
- Tech-savvy with the ability to learn new computer systems and work with industry-related software programs
- Experience using Microsoft Office (Word/Excel/Outlook), Adobe Reader, Internet Search Engines (Google Chrome, Mozilla, IE)
- Excellent verbal communication skills with the ability to be empathetic, stay composed with a calm demeanor while following company policies and procedures. Staying firm when delivering information no matter the scenario.
- Excellent written communication skills with the ability to compose professional correspondence in English in a timely manner.
- Typing skills are critical for both accuracy and speed.
- The ability to communicate in a second language is an asset.
- **Disclaimer**_: Please note that this document is intended to provide an overview of job accountabilities and does not necessarily list all tasks related to the job._

**About Us**

**guard.me** is a leading provider of international student health insurance and, we’re so much more. That’s why, as a trusted partner for private and public universities, colleges, language schools and school boards, we created **guard.meCARES**, our innovative platform of health and wellness programs and services designed to mitigate risk, manage crisis events and improve health and wellness day-in and day-out.

**guard.meCARES** is more than a name; caring is at the heart of everything we do. It’s who we are and it’s why we are here. The philosophy of caring for students and our partners and giving back to the communities in which we do business is our guiding p