System Support Representative

Co-operators General Insurance Company; City of Moncton; Hybrid; CAD 44,000 - 73,000; Full time

Benefits offered by this job

Training and development

Flexible work options

Well-being programs

Volunteer opportunities

Job summary

Co-operators General Insurance Company in Moncton, NB is seeking a System Support Representative to deliver client service support for policy and billing applications in a contact centre environment. This temporary full-time role offers hybrid work (2 days in office) and requires bilingual English and French, with post-secondary education and at least two years in a call centre.

You will investigate and resolve issues in Auto, Habitation, Salesforce, and Billing processes, document resolutions,

Qualifications

• Post-secondary education completed.
• Two years related work experience in a call centre.
• Bilingual English and French is essential.
• Knowledge of policy and billing applications is an asset.

Responsibilities

• Provide client service support to Financial Advisors and internal staff on policy and billing applications in a contact centre environment.
• Investigate, analyze, prioritize and determine best course of action; escalate when necessary.
• Maintain incident records and document resolutions in the management system.
• Process billing transactions from inbound calls.
• Collaborate with Coach and team to improve workflows.

Skills

Bilingual English/French

Customer service

Analytical thinking

Communication

Education

Post-secondary education

Tools

Salesforce

Genesys

Policy Centre

Billing Centre

Job description

Company: CGIC
Department: System Ops Support Desk
Employment Type: Temporary Full-Time (12 months)
Work Model: Hybrid (2 days in office)
Language: Bilingualism in English and French is required.
Additional Information: This/these role(s) is/are currently vacant

The Opportunity:

We are a leading Canadian financial services co-operative committed to being a catalyst for a sustainable and resilient society and our team is essential to deliver on this strategy. That’s why we prioritize our people, to ensure we provide a strong culture and development opportunities which enables our team to thrive and to live our purpose. The best part is that you will work with people that care passionately about you, our clients and our communities.

The System Support Representative is responsible for providing client service support to Financial Advisors and internal staff on policy and billing applications in a contact centre environment. They are responsible to investigate, analyze, prioritize and determine the best course of action to take on workflows and processes with limited direction and escalate when necessary.

How you will create impact:

• Provide National procedural/technical guidance in the completion of activities within the Auto and Habitational applications.
• Provide procedural and navigational guidance to District/Agency staff for the Salesforce application.
• Complete thorough investigation of problems and the resulting resolution with respect to support applications (Auto, Habitation, Salesforce).
• Maintain performance and service standards as outlined in the department.
• Create and document detailed information records in the Incident Management database tool.
• Follow up on outstanding records and document resolutions.
• Complete billing transactions generated from inbound calls.
• Identify system/procedural/workflow situations and review with the Coach when necessary.

To join our team:

• You have completed post secondary education.
• You have two (2) years related work experience in a call centre environment.
• Actively working towards Chartered Insurance Professional (CIP) designation is an asset.
• Knowledge of application systems - policy centre, billing centre, genesys, salesforce is an asset.
• Proficiency in both English and French is essential to the main duties in this role, including servicing and communicating primarily with majority anglophone and francophone clients, groups, and teams. The essential non-French duties are not assignable to adjacent or other team members.

How you will succeed:

• You influence change and are committed to continuous improvement, in order to exceed client expectations.
• You leverage critical thinking skills to identify problems and proactively propose solutions.
• Your strong communication skills allow you to clearly convey messages.
• You’re an effective team player who shares knowledge to support our peers.

What you need to know:

• You will be subject to a Background check as a condition of employment, in the event you are the successful candidate.

What’s in it for you?

• Training and development opportunities to grow your career.
• Flexible work options to support personal and family needs.
• A holistic approach to your well-being, with physical and mental health programs and a supportive workplace culture.
• Volunteer opportunities to give back to your community.

Expected salary range $43,550.00 - $72,583.00.

The salary amount for the successful candidate is determined by Co-operators in its discretion and will vary depending on several criteria including but not limited to: local market conditions, geography and relevant job-related factors such as knowledge, skills, qualification, experience and education.

Employees may also have the opportunity to participate in incentive programs and earn additional compensation tied to individual and/or business performance, or other business metrics.