Job Description :
Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.
Affinity Markets is dedicated to marketing insurance and investment products through direct response methods and our Bilingual Customer Service Professionals d eal directly with the end customer and are a key service element in the Affinity Markets service delivery.
Reporting to the Supervisor, Affinity Markets Customer Service, the incumbent is responsible for providing one stop contact on both general customers inquires and claim related issues.
Responsible to provide excellent customer service on specific product lines and / or a specialized function, by handling inbound calls and all related investigation.
Respond to calls related to claim issues, problem solving inquiries, while maintaining established service standards.
Available to work shifts Monday through Friday, 9am-9pm AST
Provide a high level of service to external and internal customers for all mainstream products within a product area (Travel, Life, Health / dental) and / or knowledge of a specialized function
Respond to all customer service inquiries, answering a standard number of calls and related investigation work by following set procedures and utilizing administrative expertise
Ensure positive and effective relationships are maintained with customers and sponsor partners
Act as primary contact for customers’ requests by researching the problem / issue through interaction with multiple internal customers in order to find the appropriate information and solution
Proactively works to identify and correct customer issues, and resolve customer complaints and concerns, and coordinating with other staff and departments as required
Process transactions on specific product lines and maintain records accurately within established standards utilizing existing technology
Maintains a sound level of product, procedures, systems and industry knowledge, across specific product lines, and of the service provided by Affinity Markets.
Works with other team members to ensure a cohesive unit and consistent high level of service
Excellent verbal and written communication skills in both English / French (an assessment will be administered)
Previous experience in a customer service role, ideally 2-3+ years.
Ability to maintain a customer perspective when dealing with customers and Sponsor
Excellent organization skills, with the ability to prioritize under stressful and changing circumstances.
High level of phone confidence and professionalism.
Ability to learn a variety of computer platforms and business processes required.
Knowledge of Insurance is an asset