Member Services Representative

One Team Health, a subsidiary of Argus Group Holdings Limited, is currently seeking a Member Service Representative. This role will promptly respond to customer’s inquiries and ensures both internal and external clients’ needs are serviced accurately and professionally. A well organized, enthusiastic individual who is able to consistently meet and exceed the challenges of the daily operations of the Member Service Team.

**PRIMARY DUTIES AND RESPONSIBILITIES**:

- Willing to delight customers (be “customer-centric”), by consistently going above and beyond the customer’s expectations.
- Effectively and professionally resolve customer complaints.
- Escalate complaints to Team Leader or Manager when necessary.
- Refers 20% of enquiries to the business unit SME for further handling, when required, maintaining ownership till closure.
- Follow up and track outstanding enquiries, to facilitate closure of these items.
- Works with fellow team members, to ensure each function has adequate coverage at all times.
- Provides support for any area within the Member Services Team.
- Keep up to date on client/plan specifics and continuously reviews documentation, processes and systems, updates knowledge and skills to keep current with policy information and business trends.
- Asks customer appropriate questions to assist with the identification, analysis and resolution of web related issues.
- The above is intended to describe the major functions required of persons assigned to this job. It is not intended as an exhaustive statement of duties.

**REQUIREMENTS**:

- Excellent listening, verbal and written communication skills.
- Proficiency in the use of the internet.
- Familiarity and knowledge of Microsoft Suite.
- Familiarity with insurance products and/or terminology.
- Ability to work remotely

**SKILLS/ATTRIBUTES**:

- Previous experience in a customer service environment.
- Associates degree such as Business Administration or equivalent work experience.
- Enjoys interaction with clients/Strong interpersonal skills.
- Maintain a positive attitude at all times especially when handling irate customers.
- Presents a jovial and pleasant approach towards customers even under the most stressful situation.
- Show empathy for the customer’s situation.
- High level of customer service/Client focused.
- Strong listening, verbal and written communication skills.
- Possesses excellent organizational skills and able to set own priorities.
- Proactive/Takes initiative, able to work with mínimal supervision, especially during slow periods.
- Professional/High level of integrity.
- Logical and analytical thinker, excellent problem-solver and decision-maker.
- Team player/Flexible/Reliable.
- Successfully manage stress, especially during peak busy hours where many things can happen all at once.
- Be able to sit for long periods of time at any of the four functions to ensure adequate coverage.

In Ontario, Argus Group Holdings, One Team Health, and affiliated organizations accommodate the needs of job applicants throughout its recruitment and selection processes in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Accommodation needs must be provided in advance. To discuss your needs, please contact the individual noted in the posting.

**Job Types**: Full-time, Permanent

Work days:

- Monday to Friday

Application question(s):

- What is your expected salary? Please provide a range

**Experience**:

- Customer service: 1 year (preferred)

Work Location: Hybrid remote in North York, ON

Application deadline: 2024-10-09