Customer Service Representative

Job Description

The main function of this role is to provide quality service to our policyholders, Regional Offices, and other departments within the Head Office, as well as working with our US counterparts. In this role, you will solve customer issues, help achieve customers’ expectations and handle all customer‑facing service procedures, documenting policies and standards and setting clear customer goals. The employee will learn all the company policies, procedures, products, customer support systems, and how to service customer inquiries.

• Analyze and respond to policy holders for Life, Accident and Health products, making online single‑day record adjustments (name, address, beneficiary).
• Process necessary documentation received to maintain accurate files and ensure that policy holders receive necessary documentation in return.
• Ensure a high standard of customer experience is delivered.
• Collaborate with internal teams: work closely with other departments, such as underwriting and claims, to resolve policyholder issues and ensure seamless service delivery.
• Identify and escalates issues: recognize potential discrepancies or complex cases and escalate them to the appropriate team or supervisor for resolution while maintaining clear communication with the policyholder.

• Bachelor’s Degree or equivalent work experience.
• Experience in the insurance industry preferred.
• Bilingual – in English and French (written and verbal) preferred.
• Working knowledge of Microsoft Office Products, Excel, Word, advanced use of Outlook, and macros.
• Excellent verbal and written communication and interpersonal skills.
• Proven sound judgment and ability to problem solve.
• Ability to prioritize and manage escalations.

• Entry level

• Full-time

• Other

• Insurance