Job Responsibilities

• Acts as the main point of contact for the Life Services operations
• Participate in Call Centre group for incoming client and agent calls
• Monitor and respond to customer service inquiries within company service levels
• Prepare correspondence and documents for a variety of audiences, including clients, agents, and external parties
• Coordinate and process ongoing policy changes for in-force policyholders
• Maintain records of all customer interactions, recording details of inquiries, complaints and the action that was taken
• Assist with sorting and filing various department documents and files
• Investigate and report systems-related service issues
• Perform other duties as assigned

Qualifications

• Minimum two (2) years' experience in an administrative or customer service capacity in a call centre environment is required.
• Willingness to enroll in, actively working towards or completion of the ACS and/or ALMI designation is an asset.
• Strong computer skills and knowledge of the Microsoft Office suite is an asset.
• Ability to read/write/speak (bilingual) in French is required
• Demonstrated adherence to strict confidentiality and privacy of information policies
• Good communication skills, both written and oral, with the ability to communicate at the right level for the audience, including telephone skills.
• Creative and effective problem-solving skills to interpret the needs of customers and resolve their issues, with the ability to conduct detailed analysis of information from numerous sources, and to select and implement best solutions
• Good attention to detail with the ability to review information carefully and comprehensively.
• Comfortable working under pressure and handling stressful situations in a professional manner
• Good time management and organization skills with the ability to establish priorities and meet deadlines, while being flexible in times of pressure and change
• Ability to contribute to a positive work atmosphere in a deadline driven environment
• Ability to work shifts between the hours of 7:30am - 6:00pm Monday to Friday, CST