Customer Service Advocate

SCIC•Melville, SK

8d•CA$32 - CA$40

About The Position

This is a term position for up to 6 months. The Customer Service Advocate acts as a subject matter expert and leads and supports customer service in one or more of the following program areas: AgriStability, Crop Insurance, Livestock Price Insurance, and/or Wildlife Damage and Predation Programs. This role supports customer service offices, responds to and resolves customer complaints escalated to Head Office, and provides advice to field staff. The position also handles verbal and written responses to customer inquiries, ministerial referrals, or legal counsel, and prepares provincial appeal documentation. It involves investigating and resolving customer complaints, including Ombudsman inquiries, and assisting with mediation and examination of discovery proceedings. The role collaborates with the Research and Development team to develop policies and procedures, and works with the AgriStability Unit to calculate deemed benefits and maintain related manuals. The Customer Service Advocate provides the Customer Service Manager with updated information on issues or trends impacting SCIC customers and stakeholders.

Requirements

Diploma in Agriculture or Business supplemented by a minimum of two years relevant working experience in the agricultural industry OR a certificate in Agriculture or Business, supplemented by a minimum of three years’ relevant working experience in the agricultural industry.
Ability to develop well-structured written content (all screened candidates must successfully complete a writing exercise).

Nice To Haves

Working knowledge of Saskatchewan agriculture production and farming practices.
Customer-focused, with the ability to engage producers and the public to discuss complex programs and policies.
Organizational and time management skills to handle workload efficiently under pressure and meet deadlines while working independently with limited supervision.
Effective written communication skills for preparing clear and concise documents, including but not limited to briefing notes, management reports and appeal materials.
Verbal communication skills with the ability to adapt your approach when interacting with a variety of producers, stakeholders and all levels of Government.
Mathematical skills for calculating or reviewing program benefits, ensuring data reasonability.
Analytical and problem-solving skills to address complex challenges, develop solutions and deliver in-depth reports.

Responsibilities

Acts as a subject matter expert and leads and supports customer service in one or more of the following program areas: AgriStability, Crop Insurance, Livestock Price Insurance, and/or Wildlife Damage and Predation Programs.
Supports customer service offices and responds to and resolves customer complaints escalated to Head Office.
Provides advice to field staff to ensure customer issues are corrected quickly and accurately.
Provides verbal and written responses to customer inquiries, ministerial referrals, or legal counsel.
Researches and prepares provincial appeal documentation and presents the corporation’s position to the Provincial Appeal Panel for all SCIC programs.
Investigates and resolves customer complaints, including Ombudsman inquiries and provides recommendations to management.
Assists the Customer Service Manager with mediation and examination of discovery proceedings for legal counsel.
Collaborates with SCIC’s Research and Development team to develop and revise policies and procedures and training materials.
Works with the AgriStability Unit to calculate the deemed benefit for AgriStability negative margin producers and maintain the policy and procedure manual related to deeming practices.
Provides the Customer Service Manager with updated and current information on issues or trends that may impact SCIC customers and stakeholders to ensure proactive organizational response.