Customer Service Manager - Gestionnaire du service à la clientèle
About The Position
The Customer Service Manager is responsible for leading a small regional customer service team, renewing some Bronze policies, resolving client requests and issues, while at the same time liaising with the Direct Sales Force and Broker Management teams to support new business production and customer retention. The role involves providing guidance, support, and motivation to the Customer Service Team, actively participating in recruiting and training team members, and working closely with the team and cross-functionally to identify and implement continuous process improvements. The manager will also lead and manage the integrity of System Contacts for the Canadian portfolio, answer customer requests via phone or email, process new and renewal business, document client interactions in the CRM and ticketing system, and interpret/analyze client data to suggest optimal solutions. Additionally, the role includes underwriting and/or overseeing the profitable underwriting of the assigned bronze portfolio according to EHCA underwriting guidelines, providing ongoing service to ensure retention and growth objectives, and obtaining necessary insurance licenses. Other duties and projects as required.
Requirements
- College or University degree in related field
- 2-3 years customer service experience in a B2B environment
- Highly computer literate with proficiency in Word, Excel and similar software.
- Proficiency in English and French is required for this position, as it involves both oral and written communication with our internal partners, clients across Canada, and other Allianz Trade teams located throughout the Americas region
- Exceptional internal & external customer service mindset
- Excellent trouble shooting skills
- Ability to assimilate and apply information from multiple functions
- Excellent written and verbal communication skills
- Excellent people management skills
- Proven ability to manage multiple work functions in a high volume setting
- Self-motivated & team player
Nice To Haves
- Trade Credit Insurance experience
- Previous management experience
Responsibilities
- Provides guidance, support and motivation to the Customer Service Team
- Active in recruiting and training team members
- Work closely with the team and cross functionally to identify and implement continuous process improvements benefiting both internal and external customers
- Lead and manage integrity of System Contacts for Canadian portfolio
- Answers customer requests over the phone or email on various topics across all core functions
- Work closely with the Direct Sales Force & Broker Management Teams to accurately process new and renewal business
- Documents all interactions with clients within the CRM and ticketing system.
- Interprets and analyzes data and other information provided by clients as a means to suggest optimal solutions to issues and concerns
- Underwrite and/or Oversee the profitable underwriting of the bronze portfolio as assigned & according to EHCA underwriting guidelines
- Provide ongoing service to this portfolio to ensure retention and growth objectives
- Obtain Insurance Licenses as needed.
- Other duties and projects as required
Benefits
- Hybrid and flexible working model
- Group Benefit Plan
- Pension Plan
- Employee Stock Purchase Plan
- Paid time off
- Employee Recognition & Rewards
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
Associate degree
