Contact Centre Representative
6 months - possible extension and perm conversion
Our client is a top financial institution with significant North American holdings. They have operations across most major verticals, including institutional & corporate, wealth management, private client, commercial banking, treasury, and retail banking.
Provide Legendary customer experience via inbound call, following appropriate authentication and risk assessment protocols.
Training will be 12 noon to 8 pm and shift will be 3:00 pm to 11:00 pm
Centre is closed Sunday, Saturday shift will be required and candidates must be flexible to work it
What you will achieve in this role:
Advise customers on payment amounts, methods, dates and fees of payments; policy renewals dates of existing policies, reprinting of statements; proof of insurance; mail/email/fax proof of insurance. Meet required call quality, compliance, call handle time, calls per hour, cross sales and call productivity goals. Demonstrate professionalism and leadership during all interactions; taking ownership of customer problems and provide first contact resolution at every opportunity. Plays a key role in enhancing the customer experience by providing high quality service at every interaction and ensuring customer concerns are being handled appropriately, while working a dynamic fast pace environment Promotes client loyalty through attention to detail and relationship building Achieve referral quote (cross-sell) objectives through inbound phone calls, conduct assessment of potential insurance needs, cross-sell a quote and successfully transition customer to a licenced Advisor.
A high degree of persuasiveness to ensure customer is referred to a licensed Advisor once an opportunity has been identified. A customer-centric focus with the ability to professionally communicate both verbally and written, to quickly developing rapport. Analytical and problem resolution skills. Strong work ethic and selfstarter with the ability to effectively manage multiple priorities and adapt to change within a face-paced business environment. Must be comfortable working in a statistically driven environment. You have a minimum of 1 year customer service, sales or call center experience. College or University Diploma (preferred).
What you will bring to this role:
We thank you for your interest in the position, however, only those who are qualified will be contacted
Inclusion and Equal Opportunity Employment
Our client is an equal opportunity employer committed to diversity and inclusion; creating an inclusive environment where all team members and clients feel like they belong. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, Aboriginal/Native American status or any other legally-protected factors. We seek applicants with a wide range of abilities, and we provide an accessible candidate experience; accommodations during the application process are available upon request.