Customer Service Specialist in claims department at Protective. Managing calls and emails to assist customers with claims and providing excellent service in a fast - paced environment with diverse teams.
About the role
- Sales Support Specialist providing first line internal sales support at DLL. Involves managing sales processes and communicating with stakeholders for efficient operations.
Responsibilities
- Support the sales process from application to settlement preparation to meet and achieve new business targets.
- The prime source of information and support of sales queries such as quotes, credit applications, credit approvals, letters of offer, documentation, and settlement preparation.
- Provide exceptional customer service to all stakeholders, internal & external, ensuring timely and accurate completion of requests.
- Proactive pipeline management and follow-up.
- Support the generation of customer contracts and corresponding documents and communicate and liaise with all parties involved including DLL Credit, Risk, Compliance, Legal, Operations, and Asset Management teams as applicable.
- Manage requests from customers for contract information including trade-ups, buyouts, and contract status.
- Assist in resolving billings concerns, changes, invoices and collection issues.
- Support customer queries via Genesys phone queue.
- Serve as 1st line of AML process by correctly structuring customer setup and related parties and UBOs, handling alerts and liaising with AML team and compliance, adhering to all CAMS requirements.
- Co-ordinate preparation of approval conditions for settlement. Proactively liaise with customers, vendors, and Account Managers regarding pending deals, communicating closely with DLL Credit, Legal, Risk, Compliance and Asset Management teams, when required.
- Effectively communicate and collaborate as a team. Proactively undertake cross-training with other team members, monitor workload and turnaround times, and maintain constant communication with Sales Support Team Leader to enable effective management of workflow and ensure compliance with service level agreements.
- Strict compliance to company policies and procedures, including completion of all training requirements, and timely follow up on delegated action items.
- Champion constant process improvement and automation across the business, improving efficiencies, accuracy, and customer service.
- Prepare and distribute new business volume forecast
- Assist the commercial team to create, manage and achieve their commercial goals and sales quotas
- Assist with implementation of new sales programs, promotions and marketing initiatives
- Resolve Program issues (Pending, declines and deficiencies)
- Propose deal structures
- Report on transactional activities as required
Requirements
- Ability to deliver exceptional customer service.
- Shows Initiative and be energetic & enthusiastic.
- High level of honesty and integrity.
- Be highly motivated to exceed internal and external customer expectations.
- Prior exposure to vendor leasing/finance industry
- 3 years’ experience in sales support within a leasing/finance organization
- Good level of understanding of documentation, equipment finance products, credit risks and compliance policies.
- Ability to review and analyse information, ensuring accuracy of documentation and compliance with internal and regulatory procedures.
- Strong attention to detail and high level of accuracy and compliance.
- Good level of understanding of credit risk
- Excellent communication skills (verbal & written).
- Ability to suggest improvements to systems and processes.
- Ability to effectively share knowledge.
- An ability to quickly adapt to new systems and environments.
- Ability to multi-task and manage a high level of varying requirements.
- Ability to prioritize tasks and work autonomously with minimal supervision.
- Able to work under time constraints and be prepared to be flexible to meet the changing needs of the business on a daily basis.
- Tertiary qualification is an advantage
- Problem solving skills and able to work independently
- Ability to work effectively as part of a team
- Proficient in Microsoft Office Tools (Teams, Outlook, Sharepoint, Word, Excel, etc)
- Bilingualism (French/English) is an asset
Benefits
- Two working days per year volunteering for a local charity
- Bonus plan
- Remote working from home opportunities
- Flexible hours
- Career development opportunities: online learning, member development programs, Tuition reimbursement program.
- Outstanding Medical, Dental, Vision and Paramedical benefit programs
- Employer paid defined contribution pension plan
- Industry leading Vacation package
- Subsidized Gym membership programs
- Employee Referral program
- Open concept modern working environment
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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