About the role

Customer Experience Representative providing quality service and support to customers at Securian Canada. Engaging with customers through different communication media to address queries and resolve issues.

Responsibilities

Answer queries from customers/members regarding either billing, account balances, refunds, certificate, plan’s details, product and services, coming through the different communication media available to them;
Assess needs and addressing each request in a professional, friendly and timely manner (including appropriate customer follow-up);
Use systems to gather information required to resolve each situation by providing complete information, to ensure First Contact Resolution;
Track and monitor queries in the appropriate system;
Update, when required, certificate details and follow up appropriately (type of coverage, amount of coverage, cancellation of certificates, beneficiary or coordinate updates, requests from Underwriting to cancel coverage as replacement of new, bulk updates and/or bulk cancellations);
Deliver consistent, quality service to our clients, in respect with our processes, productivity and quality objectives (KPi’s);
Raise and vet ideas and trends to promote continuous improvement;
Maintain up to date knowledge products and services and attend appropriate development courses on an ongoing basis;
Perform other related duties, as assigned

Post-secondary education preferred
1 or more years of customer service experience, preferably within a call center, banking or insurance industry experience is considered an asset
Exceptional active listening and great verbal and written communication skills
The ability to explain decisions and practices clearly, concisely, and accurately in a respectful and empathic manner;
Ability to work with multiple computer applications and learn new ones
Capacity to multitask in a fast-paced environment
Thrives and promotes team work;
Proactive and autonomous;
Demonstrates interest for continuous learning
Ability to adapt quickly and be comfortable with change
Strong detail orientation;
Oral and written bilingualism is required.

Flexible work arrangements with monthly financial allocations to support your work-life balance;
Generous starting paid vacation time, plus additional vacation days for every year of service;
Paid volunteer day so you can dedicate time to a cause you are passionate about;
Paid personal and wellness days to support your total wellbeing;
Educational assistance of up to $3,500 a year (with approval from your manager);
Flexible health and wellness account (in addition to comprehensive drug and dental coverage) to help pay for a wide range of wellbeing services that are meaningful to you;
Up to 14% of combined contributions to the RRSP matching program;
Family-friendly maternity/parental leave and;
Many more benefits, perks and programs.