Full-Time INSURANCE CUSTOMER RELATIONS SPECIALIST
Job Description
Overview
INSURANCE CUSTOMER RELATIONS SPECIALIST INSURANCE
Our client provides insurance solutions and service to it’s members in Ontario and the Atlantic provinces. Their vision is to be the number-one trusted insurance provider of exclusive, competitive and integrated advice, service and solutions tailored to meet the unique protection needs of it’s members, while providing unparalleled member experience. They offer group and individual solutions in life, disability, office expense, critical illness, extended health, dental, travel, home, auto, clinic, commercial and long term care insurance.
Reporting to the Manager, Services & Operations, The Insurance Customer Relations Specialist:
• Services escalated and complex member inquiries and complaints; liaises with Company Insurance staff and member by taking ownership of member situations which need to be escalated; collaborates with our group plan administrator and other business partners to effectively address members’ insurance issues; obtains a satisfactory resolution for the customer;
• Manages the Customer Issues & Feedback tracking of member service incidents and member feedback from staff, web and surveys; regularly reports on issues and feedback to management and business partners: current and past trends, opportunities and recommendations, actions taken;
• Investigates and analyzes customer issues to identify underlying gaps (process, training, communications, etc.), documents findings, recommends corrective actions;
• Takes action in conjunction with Manager on identified opportunities and recommendations, in collaboration with internal and external partners, to improve the overall member experience and service delivery; prepares regular status reporting;
• Ensures that Operations procedures are documented and kept up-to date; conducts related training and/or presentations to department as necessary;
• Provides input to and supports Insurance Managers in efforts to ensure customer-facing teams are providing a consistent, quality experience to members.
EDUCATION & TRAINING:
• Minimum 2 year business college or university undergraduate degree in Business or Commerce.
• ACS, FLMI or GBA designation or equivalent insurance courses required.
• Proficient with Microsoft Office suite including Word, Excel & PowerPoint at an Intermediate level.
• Customer Service Problem Resolution Training.
• Effective communication training.
QUALIFICATIONS:
• 5+ years’ customer service experience in life and health insurance with a thorough understanding of the insurance life-cycle.
• Passionate about delivering exceptional customer service.
• Excellent verbal and written (formal correspondence and emails) communication skills, with a high standard of accuracy and attention to detail.
• Good listening and interpersonal skills.
• Strong decision-making, analytical and problem solving abilities.
• Works collaboratively, inside and outside the organization, to handle and resolve difficult customer situations positively, and with the necessary degree of urgency needed for each situation.
• Effective organizational and time-management skills including sensitivity to customer’s time and availability
• Displays a high level of personal accountability, responsibility. Initiative and resourcefulness.
• Able to work under pressure; function in a rapidly changing and demanding environment; flexibility to juggle and prioritize multiple concurrent priorities of varying complexity; must be very organized, have excellent follow through, and able to meet tight deadlines.
• Demonstrates strategic thinking, high energy and a strong motivation to contribute to the success and growth of the business.
About Insurance Career Network
Insurance Career Network is a recruitment firm focused exclusively on the insurance industry. Our relationships, knowledge and leading experience enable us to connect leading insurers, brokerage firm and independent adjusting firms with the most talented candidates for each role.
Since 1991, we have been building and nurturing relationships and with over 13,000 registered candidates, we can tap into our highly technical experience for our clients. Our recruiters come directly from insurance related positions and bring a wealth of knowledge to each recruitment assignment.
How to Apply
Submit your resume to magda@insurancecareernet.com or call for more information 416 703-5120 x 205.583 total views, 1 today
