Call Center Representative

**Call Center Representative (English)**
- 072066

**About Capgemini**

Capgemini is a global leader in consulting, digital transformation, technology and engineering services. The Group is at the forefront of innovation to address the entire breadth of clients’ opportunities in the evolving world of cloud, digital and platforms. Building on its strong 50-year+ heritage and deep industry-specific expertise, Capgemini enables organizations to realize their business ambitions through an array of services from strategy to operations. Capgemini is driven by the conviction that the business value of technology comes from and through people. Today, it is a multicultural company of 270,000 team members in almost 50 countries. With Altran, the Group reported 2019 combined revenues of €17billion.

Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.

**SUMMARY**

This job requires business knowledge and understanding of Canadian insurance industry-specific to Life and Health policies. The position requires you to answer inbound calls centered on updating, managing, and reporting policy information to the client or broker. The role requires the ability to work alternating shifts as required, Monday to Friday within the operating hours of 9AM -9PM.

**ESSENTIAL DUTIES AND RESPONSIBILITIES**
- Knowledge and understanding of life and health insurance is an asset
- Proactively and effectively handle a call-by-call environment focused on life and health policy owners and brokers.
- Obtain all of the required information necessary for updating and handling client and broker requests.
- Accurately analyze and report all information in relation to the terms and conditions of the policy in a timely manner
- The ability, compassion, and integrity to work with sensitive and confidential issues
- Excellent time management to deal with constant demands, in a fast-paced work environment
- Ability to fully understand the details of your policy and to effectively communicate them with the client or broker.
- Ability to adapt and update one's knowledge and skills in an ever-changing environment
- Other duties as assigned or required

**Qualifications and Skills**

To perform this job successfully, the individual must be able to perform each essential duty effectively. The individual must possess;
- Proficient in Microsoft Office tools - Word, Excel, Access, PowerPoint, SharePoint
- Excellent interpersonal abilities are required to enable effective interaction and communication in both oral and written format with employees, policyholders, employers and other insurance/medical/legal professionals
- Strong analytical and decision making skills
- Ability to multi task and balance multiple goals and priorities
- Demonstrated ability to effectively deal with customers in a manner that is professional with a high degree of customer service
- Ability to effectively manage change
- Proven skills in conflict resolution
- Organizational skills
- Demonstrated ability to work well in a team environment
- Strong mathematical skills
- Strong negotiation skills

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

**EDUCATION and / or EXPERIENCE**
- Completion of High School
- Inbound call center experience is an asset
- Project and / or process improvement work experience would be an asset

**LANGUAGE SKILLS ( English and French)**

Ability to
- Read and interpret policies
- Write routine correspondence to policy owners and brokers
- Speak effectively and professionally to clients, external stakeholders and employees of the organization

**Job** Programmer/Analyst

**Schedule** Full-time

**Primary Location** CA-NS-Halifax

**Organization** BSv