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Call Centre Associate


Job Title: Call Centre – Associate - Bilingual

Department: Life and Health

Reports To: Team Lead/Assistant Manager

Job Location: 120 Eileen Stubbs Avenue, Dartmouth, Nova Scotia

Job Type: Full time, Permanent

SUMMARY

The position requires you to answer inbound calls centred on updating, managing, and reporting of policy information to the client or broker. The role requires ability to work alternating shifts as required, Monday to Friday within the operating hours of 9AM -9PM.

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Knowledge and understanding of life and health insurance is an asset

  • Proactively and effectively handle a call by call environment focused on life and health policy owners and brokers.

  • Ability to respond to email inquiries related to Life and Health policies by both owners and brokers.

  • Fully understand and properly apply the terms and condition of a variety of life and health policies

  • Obtain all of the required information necessary for updating and handling client and broker requests.

  • Accurately analyze and report all information in relation to the terms and conditions of the policy in a timely manner

  • The ability, compassion and integrity to work with sensitive and confidential issues

  • Excellent time management to deal with constant demands, in a fast paced work environment

  • Ability to fully understand the details of your policy and to effectively communicate them with the client or broker.

  • Ability to adapt and update ones knowledge and skills in an ever changing environment

  • Other duties as assigned or required

QUALIFICATIONS

To perform this job successfully, the individual must be able to perform each essential duty effectively. The individual must possess;

  • Proficient in Microsoft Office tools – Word, Excel, Access, PowerPoint, SharePoint

  • Excellent interpersonal abilities are required to enable effective interaction and communication in both oral and written format with employees, policyholders, employers and other insurance/medical/legal professionals

  • Strong analytical and decision making skills

  • Ability to multi task and balance multiple goals and priorities

  • Demonstrated ability to effectively deal with customers in a manner that is professional with a high degree of customer service

  • Ability to effectively manage change

  • Proven skills in conflict resolution

  • Organizational skills

  • Demonstrated ability to work well in a team environment

  • Strong mathematical skills

  • Strong negotiation skills

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE

  • Completion of High School

  • Inbound call centre experience is an asset

  • Project and/or process improvement work experience would be an asset

Fluency in spoken and written English & French required.


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