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
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
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
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.