System Support Representative

Co-operators; City of Moncton, Guelph, Laval (administrative region); Híbrido; CAD 44 000 - 73 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

Training and development opportunities

Flexible work options

Well-being programs

Volunteer opportunities

Resumo da oferta

CGIC, a leading Canadian financial services co-operative, is hiring a System Support Representative in a hybrid role (2 days in office) to assist Financial Advisors and internal staff with policy and billing applications.

You will investigate, analyze and prioritize workflows, escalate when needed and maintain incident records while supporting Salesforce, Auto/billing systems and related tools. Fluent English/French is required.

Qualificações

• Completed post secondary education.
• Two years of related work experience in a call centre.
• Active pursuit of CIP designation is an asset.
• Knowledge of policy centre, billing centre, Genesys, Salesforce is an asset.
• Bilingual English and French is essential for duties serving anglophone and francophone clients.

Responsabilidades

• Provide client service support to Financial Advisors and internal staff on policy and billing applications.
• Investigate, analyze, prioritize and determine the best course of action with limited direction.
• Escalate issues when necessary.
• Maintain performance and service standards and document information in the Incident Management database.
• Complete billing transactions generated from inbound calls.

Conhecimentos

Bilingual English/French

Call centre experience

Salesforce familiarity

Genesys familiarity

Policy & billing systems knowledge

Formação académica

Post-secondary education

Ferramentas

Salesforce

Genesys

Descrição da oferta de emprego

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.