Job Purpose
As a Customer Care Specialist, you'll handle calls, assist with inquiries, provide exceptional service, manage policy requests, process changes, and answer general questions. You'll also sell coverages, perform policy reviews, maintain professionalism, meet volume requirements, and ensure compliance with all policies in our Customer Care Centre
Duties and Responsibilities
- Answer queue calls and support customers with their inquiries.
- Provide exceptional customer service to customers.
- Attentively listen, gauge, and gather client inquiries to help assist in managing their policy requests or insurance needs.
- Collect pertinent details to process policy changes while adhering to carrier guidelines.
- Answer any general questions for current or potential clients to maintain M.I.B.'s reputation as a consumer-centric, knowledge-based, insurance provider.
- Handle all calls and files with focus on one call resolution
- Manage and follow up on tasks and emails in a timely manner.
- Up-sell/cross-sell coverage when presented with the opportunity.
- Perform full insurance policy reviews at points of contact with clients.
- Provide and maintain a professional standard of conduct at all times while promoting a positive image of the brokerage.
- Ensure specific volume requirements and commitments are adhered.
- Ensure compliance with all audit and risk management requirements, regulatory legal and ethical policies and requirements.
- Perform other related tasks as required.
Qualifications
- Minimum College or University level Degree/Undergraduates Degree or comparable experience
- Minimum 1 year of successful broker experience in a general insurance brokerage (preferred)
- R.I.B.O (Level I) License
- Familiar with Automobile Endorsements
- Call Centre experience (preferred)
- Proficient with insurance policy systems as well as MS Office, specifically Excel, Word, and Outlook
- Experience working with company portals and Broker Management System (EPIC) is an asset.
- CIP or CAIB Certification or working towards its completion
Competency
- Demonstrated ability to handle multiple priorities successfully
- Excellent verbal and written communication skills
- Strong analytical, time management and organizational skills
- Strong attention to detail and efficient keyboarding skills.
- Ability to work independently and as part of a team.
- Exceptional phone and customer service skills
- Technical knowledge of a variety of personal lines products
- Ability to create realistic schedules and meet deadlines under pressure and interruptions
- High level of integrity, confidentially, and accountability
Job Types: Full-time, Permanent
Schedule:
- Monday to Friday
Work Location: In person