Customer Service Representative

Saskatchewan Crop Insurance Corporation (SCIC)•Preeceville, SK

About The Position

Reporting to the Manager, Customer Service Office (CSO), this position is responsible for providing excellent frontline customer service and clerical support while promoting and administering SCIC programs in a timely, accurate, professional and courteous manner. This role involves answering a variety of internal/external customer questions and inquiries regarding all SCIC programs via the provincial virtual contact centre (VCC), toll free lines, walk-ins, fax and/or emails. The representative will maintain, administer, and process customer contracts, ensuring efficiency and accuracy, and capture customer financial and program-specific information into various databases. They will also contact customers to exchange information, discuss and confirm program/contract requirements, and interpret/validate financial information. Additional duties include electronic preparation of participant financial information, preparing and processing adjuster work, resolving customer issues related to Crop Insurance claims and AgriStability applications, and completing general clerical duties. The role also involves participating in the annual sales of the Crop Insurance program, mentoring less experienced staff, and multitasking effectively while maintaining customer confidentiality. A clear understanding of computer work, data entry, and program knowledge is essential.

Requirements

Grade 12 diploma.
Minimum one-year experience providing frontline customer service.
Knowledge of Saskatchewan agriculture with the ability to converse with customers about their farming operations.
Communication skills with the ability to effectively share information, listen actively, and respond empathetically.
Self-motivated with the ability to manage multiple workflows, respond to customer needs, and provide timely follow-up.
Mathematical skills with the ability to complete simple calculations.
Computer literacy with knowledge and experience with Microsoft Word, Excel, and Outlook.
Successful candidate's account must be in good standing if they participate in the Crop Insurance or AgriStability Programs.
A criminal record check is required.

Responsibilities

Providing excellent frontline customer service and clerical support.
Promoting and administering SCIC programs.
Answering internal/external customer questions and inquiries regarding SCIC programs via various communication channels.
Maintaining, administering, and processing customer contracts.
Capturing customer financial and program-specific information into databases.
Contacting customers to obtain and exchange information and confirm program/contract requirements.
Interpreting and validating financial information.
Preparing participant financial information for verification files.
Preparing, distributing, checking, and processing adjuster work.
Resolving problems associated with customers’ Crop Insurance claim and/or AgriStability application.
Completing clerical duties such as correspondence, reports, batching, mail, filing, and supply management.
Participating as a member of the sales team for the annual sales of the Crop Insurance program.
Mentoring and assisting less experienced staff.
Multitasking with multiple customer files, phone calls, walk-in traffic, and interruptions while maintaining customer confidentiality.
Maintaining a clear understanding of computer work, data entry, and computer program knowledge and use.