Client Service Advisor
Co-operators
Laval, QC, CA
2d ago

Position Overview

Number of Positions : 5

Language : Bilingualism in English and French is an asset.

Work Model : Hybrid

Alternate Title : n / a

Additional Information :

Our Distribution team aspires to be the leader in client engagement among Canadian Insurers. We strive to provide a seamless and personalized client experience.

Our knowledgeable and trusted team is committed to delivering financial services solutions to meet our clients' unique needs.

The Client Service Advisor is the first point of contact in the call center and is focused on providing excellent client care while consistently supporting new and existing clients, finding opportunities to up-sell and cross-sell, and promoting retention of business.

The incumbent is the key contact for our clients to answer questions, address concerns, and support The Co-operators mission of "financial security for Canadians and their communities.

The individual will support the omni-channel environment and provide superior client engagement through cross channel referrals and support.

The role performs a full range of client service activities such as obtaining information from policy holders, responding to inquiries or problems and explaining processing procedures as it relates to Auto and Home Insurance.

What you’re responsible for :

Respond to client questions and concerns, resolve complaints and escalate issues appropriately.

Achieve individual goals for client service and quality and contribute to the achievement of overall call center objectives.

Complete endorsements and check status to ensure completion.

Process client payments and obtain all training documents from clients.

Retain clients who inquire about cancelling through open listening, negotiation and policy review.

Proactively contact clients per focus list, to review coverage and ensure renewal with The Co-operators, (in Quebec a client review is required every 3 years).

Provide accurate quotes and up-sell for new business on inbound calls and cross-sell other product lines through referrals.

Apply appropriate underwriting guidelines within current binding authority levels.

What to expect :

Rotational shifts outside of standard business hours.

This role operates in a call center environment where a high level of audio and visual concentration is required for extended periods of time.

Repetitive, transactional tasks where accuracy is essential.

Strict confidentiality with respect to client’s medical history, financial status and other personal information.

To be successful :

You remain focused and optimistic in the pursuit of a goal, despite barriers, until the objective is achieved and effectively manage your time in the quest of client satisfaction.

You leverage information about client’s needs and situations to qualify sales opportunities and exhibit strong communication skills that allow you to clearly convey messages.

You are committed to continuous improvement and building productive client relationships in order to exceed client expectations.

You’re an effective team player and provide guidance to support the development of your peers.

To join our team :

General Insurance License required or must be attained within 3 months.

Meet all provincial licensing requirements in accordance with continuing education to obtain and maintain all licenses.

Minimum qualifications are required for Quebec (secondary school diploma or equivalent level of education and a decision issued by the AMF recognizing at least three years of full-time employment experience).

A minimum of one year of client service / sales experience or related business experience.

Bilingual French and English.

What we offer :

Training and development opportunities to grow your career with one of Canada’s Best Employers.

Opportunities to give back to your community.

A competitive compensation package and benefits program.

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