Customer Service Specialist (KL Branch)

Key Accountabilities

• Collaborates with teams across the organization and serves as an advocate for our customers’ service needs, coordinating with the appropriate business partner.
• They address service issues and questions including but not limited to, finance and billing, risk engineering, managed care, and claims.
• They communicate industry trends, risk insights and jurisdictional updates to customers and brokers, and overcome any servicing objections and obstacles.
• They research the services needs of prospective and current clients and build long- term relationships with our customers and brokers.
• They analyze key themes from a wide range of data sources in order to identify lessons learnt from change initiatives to improve the organization´s approach to change.
• They also contribute to the development of processes and policies to improve the implementation of change projects across the organization, act as the subject matter expert in business change, provide technical guidance and recommendations in order to support the resolution of the most complex customer cases and develop precedents to improve customer service.

Performance Management Accountabilities

• Demonstrate commitment to corporate values.
• Take accountability for participating in the performance management cycle.
• Take action to improve performance on the job. Assist and support co-workers.
• Take action to manage own personal development.

Qualifications

• Minimum bachelor’s degree 
• Previous experience in customer service, insurance, or a related field is a plus.
• Excellent verbal and written communication skills, with the ability to convey information clearly and empathetically.
• Strong analytical and problem-solving skills, with the ability to think critically and make sound decisions.
• A friendly and approachable demeanor, with the ability to build rapport with customers and team members.
• Ability to handle a fast-paced environment and adapt to changing customer needs and priorities.