System Support Representative

Co-operators • Guelph, ON

10d • CA$43,550 - CA$72,583 • Hybrid

About The Position

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.

Requirements

• Completed post secondary education.
• Two (2) years related work experience in a call centre environment.
• 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.

Nice To Haves

• Actively working towards Chartered Insurance Professional (CIP) designation is an asset.
• Knowledge of application systems - PolicyCentre, BillingCentre, Genesys, Salesforce is an asset.

Responsibilities

• 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, Policy Center and Billing Center).
• 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.

Benefits

• Training and development opportunities to grow your career.
• Flexible work options and paid time off to support your 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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree