Customer Service Agent

Original job posting

The agent will receive and analyze customer inquiries while communicating with internal stakeholders to find optimal solutions. They are also responsible for managing file follow-ups, processing exceptions, and suggesting improvements to operational efficiency.

Job details

Official Internal Job Title: Customer Service Agent Status: Temporary (Fixed Term) Job Description: SUMMARY Reporting to the Assistant Director – Client Services, this 6 month temporary position will support clients in the follow-up of current files and actively participates in the smooth running of operations with a view to making contractual amendments as soon as possible. Vacancy: 1 Temporary Salary Range: $53,590-$66987 This represents the expected hiring range and may not represent the full pay range for the position. The salary offered may be higher than the posted range depending on several factors such as relevant skills, qualifications, and experience. Responsibilities: Receive customer inquiries (by phone or email), analyze the nature of requests and provide appropriate information Communicate with internal stakeholders (claims analysts, contract administration advisor) to find optimal solutions to the issues raised Analyze and approve/deny requests for extensions of deadlines, reimbursement of expenses or other exceptions in accordance with established standards Follow up on incomplete files with clients and advisors Suggest new work methods to improve the efficiency of operations (productivity, quality and service times) as well as the customer experience Actively participate in the smooth running of operations to meet service deadlines Qualifications: Diploma/Certificate in administration or other related discipline 2 to 3 years of relevant experience in customer service LOMA 280, LOMA 290 and LOMA 301 or ALMI title (an asset) Bilingualism (English and French) an asset Knowledge of life, universal life and accident and sickness insurance products (an asset) Skills: Communication skills, high customer focus Strong teamwork and problem-solving skills Versatility, organizational skills, initiative and analytical thinking Speed of execution and ability to manage multiple priorities #LI-Hybrid #LI-ENG Beneva is an equal opportunity employer, so we encourage all Women, persons with disabilities, Indigenous people as well as visible and ethnic minorities to apply. Purpose : True to its purpose, Beneva places people at the heart of its actions and contributes to the well-being of the community. It accompanies its clients in all stages of their lives, both for their insurance and for their financial services. Follow us on Instagram ! @beneva.ca

What you’ll do

The agent will receive and analyze customer inquiries while communicating with internal stakeholders to find optimal solutions. They are also responsible for managing file follow-ups, processing exceptions, and suggesting improvements to operational efficiency.

Requirements

Candidates must have a diploma or certificate in administration or a related field along with 2 to 3 years of relevant customer service experience. Knowledge of insurance products and professional certifications like LOMA or ALMI are considered assets.

Listed skills

• Time management · Preferred
• Customer service · Preferred
• Teamwork · Preferred
• Problem solving · Preferred
• Quality assurance · Preferred
• Communication Skills · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer service
• Communication skills
• Problem-solving
• Teamwork
• Analytical thinking
• Organizational skills
• Initiative
• Versatility
• Time management
• Productivity
• Quality assurance
• Analytical Thinking
• Organizational Skills
• Bilingual (French/English)
• Application Level Multicast Infrastructure (ALMI)
• Customer Service
• Client Services
• Communication
• Contract Management
• Financial Services
• Problem Solving
• Operations
• Customer Inquiries

Job areas

• Customer Service & Support
• Finance & Accounting
• Administrative
• Customer Service Agent
• Customer Service Representative (General)
• Inquiry Clerks
• Customer Service Representatives