Customer Service Agent

Beneva•Mississauga, ON

1d•CA$48,718 - CA$66,987•Hybrid

About The Position

The successful candidate in our Partner and Client Services contact center will be responsible for all of Beneva’s communication with the sales partners and clients. This is a full-time permanent position and is open to candidates located in the GTA or Western Canada (Alberta, BC, Manitoba, Saskatchewan). You will be required to work shift work between 8am- 8pm EST. The candidate has to be available to work in hybrid mode and report to the office as required. Vacancy: 1 Permanent

Requirements

Minimum College Diploma/University Degree
Minimum 3-5 years customer service and/or sales and/or call center experience.
Excellent customer service skills (active listening, understanding and responding).
Savings and Investments and Life and disability insurance industry experience.
Demonstrated ability to take initiative and adapt to new systems and procedures.
Strong problem-solving skills.
Excellent interpersonal, organizational and communication skills (both written and verbal) in order to deliver exceptional customer service.
Must be able to multi-task, acquire information quickly, and be pro-active and accountable.
Must be able to work shifts between 8:00 am to 8:00 pm EST based on business needs.

Responsibilities

Provide front-line support to financial security advisors, brokers, and MGAs who have inquiries on Beneva’s saving and investment products, investment funds, life and health products and disability insurance.
Provide support to financial security advisors, brokers and MGAs on all technical and practical aspects of the sales tools including Fundserv, Mobile Office, Advisor Center, Electronic application, etc.
Remain continuously updated on usage and upgrades of sales tools (Fundserv, Mobile Office, Advisor Center, Electronic application, etc.) to best support the sales partners and agents.
Be the primary point of contact and facilitate communication between our sales partners and head office.
Provide overflow back-up to all inbound queues, including Client Services lines
Remain highly committed to customer satisfaction and retention, loyalty of existing customers, and promote value-added products and services.
Meet and exceed the call center’s targets and objectives including call quality and call handle time.
Troubleshoot and gather information from customers to identify root causes of customer dissatisfaction, diffuse client frustration, take charge of customer issues and determine appropriate course of action.
Be an active participant and innovator in the department’s transformation and improvement projects and provide suggestions to enhance productivity and efficiency within the department.
If necessary, perform other related tasks.