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Reviewing and processing incoming complex transactions in a timely and accurate manner.
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Handle sensitive and escalated cases and perform testing for projects and enhancements. Research and provide resolution for escalated cases that have a high level of sensitivity.
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Providing excellent customer service by means of email, phone and written letters to internal and external clients.
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Having in depth knowledge and experience in Individual Insurance and/or Affinity Markets (includes products, systems and a basic understanding of all other areas of Policy Owner Services).
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Contributing to enhanced departmental efficiency by identifying process improvements and participating in enhancements.
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Demonstrating the ability to independently and proactively problem solve and make decisions. Independently research, analyze and respond to requests received from internal and external customers. This involves taking the best course of action to address the issue and accurately processing any necessary transaction(s) to ensure best outcome for client and the bank.
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Work on Data Clean Up initiatives.
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Conduct peer training (as required) and aid on other functions handled within the Department.
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Identify and contribute to the implementation of process improvement initiatives to determine ways of processing more efficiently and effectively.
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As a senior resource, provide knowledge and coaching to all team members. Recommend development opportunities for new staff.
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2 years of experience in customer service/ admin
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Excellent mathematical aptitude - role requires mathematical calculation, applying discounts, refunds etc.
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Proficient knowledge of MS Office i.e. Word, Excel
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Proficiency in written communication is a must - ability to professionally correspond with an external source
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Strong ability to work independently, with a minimum of direct supervision
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Solid problem solving and decision-making skills
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Self-starter with excellent initiative and attention to detail
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Superior interpersonal and communication (written \& verbal) skills
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Successful experience in working in a fast-paced environment
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Consistently responds to challenges and opportunities in a positive and productive manner
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Superior customer service skills
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Excellent organizational skills with the ability to multitask
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Resilient and adaptable to change
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Strong team player with the ability to collaborate between departments and other locations
