Customer Service Partner

Job Purpose: The Customer Service Partneris responsible for managing and resolving client requests and issues across multiple channels and segments, while liaising with the Direct Sales Force and other internal stakeholders, to support Allianz Trade in new business production and customer retention.

Existing vacancy:
Yes

Key Responsibilities/What You Do:

• Assist in managing a large portfolio of policies, with key responsibilities to include: communication with Agents in regards to renewal changes and policy distribution
• Answers standard customer requests by phone or email on various topics across all core functions
• Works closely with Agents to accurately expedite new business application input
• Responsible for managing integrity of System Contacts for assigned portfolio
• Applies technical knowledge to customer queries to provide solutions.
• Takes personal responsibility for the implementation of service standards.
• Documents all interactions with clients within the CRM and ticketing system.
• Identifies process improvements based on exposure to client issues and concerns that directly impact retention and new business production
• Interprets and analyzes data and other information provided by clients as a means to suggest optimal solutions to issues and concerns.
• Helps to generate and implement WOW! moments with EH clients and brokers
• Other duties as assigned

Key Requirements/

What You Bring:

• Prior credit insurance and commercial banking experience a plus
• Prior customer service experience
• High level of computer literacy with an ability to quickly acclimate to new systems.
• Exceptional internal & external client service mentality
• Excellent troubleshooting skills
• Ability to assimilate and apply information from multiple functions
• Excellent written and verbal communication skills
• Excellent technical and analytical skills
• Proven ability to manage multiple work functions in a high volume setting
• Self-motivated & team player
• College or University degree in related field
• Insurance license - an asset
• 2-3 years customer service experience in a B2B environment
• Trade Credit Insurance experience - an asset
• Highly computer literate with proficiency in Word, Excel and similar software.
• Proficiency in English and French is required for this position, as it involves both oral and written communication with our internal partners, clients across Canada, and other Allianz Trade teams located throughout the Americas region

Objectif du poste: Le Partenaire du service à la clientèle est responsable de la gestion et de la résolution des demandes et des problèmes des clients à travers plusieurs canaux et segments, tout en assurant la liaison avec la force de vente directe et d'autres parties prenantes internes, afin de soutenir Allianz Trade dans la production de nouvelles affaires et la rétention des clients.

Poste vacant existant:
Oui

Responsabilités clés

• Aider à la gestion d'un vaste portefeuille de politiques, avec des responsabilités clés pour inclure: la communication avec les agents en ce qui concerne les changements de renouvellement et la distribution des politiques
• Répond aux demandes standard des clients par téléphone ou par e-mail sur divers sujets dans toutes les fonctions de base
• Travaille en étroite collaboration avec les agents pour accélérer avec précision la saisie de nouvelles applications métier
• Responsable de la gestion de l'intégrité des contacts du système pour le portefeuille attribué
• Applique des connaissances techniques aux requêtes des clients pour fournir des solutions.
• Assume la responsabilité personnelle de la mise en œuvre des normes de service.
• Documente toutes les interactions avec les clients au sein du CRM et du système de billetterie.
• Identifie les améliorations des processus en fonction de l'exposition aux problèmes et…