Customer Service Representative

Job Responsibilities

• Reporting to the Manager, Customer Service Office (CSO), and is responsible for providing excellent frontline customer service and clerical support while promoting and administering SCIC programs in a timely, accurate, professional and courteous manner.
• Answer a variety of internal/external customer questions and inquiries regarding all SCIC programs via the provincial virtual contact centre (VCC), toll free lines, walk‑ins, fax and/or emails.
• Maintain, administer and process customer contracts ensuring efficiency and accuracy.
• Data capture customer financial and program specific information into various databases.
• Contact customers and/or their authorized representative to obtain and exchange information, discuss and confirm program/contract requirements.
• Interpret and validate financial information used during the data assessment process.
• Electronic preparation of participant financial information for Level 1 and 2 verification files for program benefits.
• Prepare, distribute, check and process adjuster work within the customer system, as assigned by Field Supervisor and/or CSO Manager.
• Resolve problems associated with customers Crop Insurance claim and/or Agri Stability application.
• Complete clerical duties such as correspondence, reports, batching, mail, electronic and manual filing, supply need identification and requisition, as required.
• Participate as a member of the sales team for the annual sales of the Crop Insurance program.
• Mentor and assist less experienced staff in the CSO.
• Multitask working with multiple customer files, phone calls, walk‑in traffic and interruptions while maintaining customer confidentiality.