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International Customer Service Specialist


Job Summary

To handle telephone and electronic inquiries from agents/brokers, insureds, regulators, customers, claimants, prospective customers and refer to the appropriate business unit, service unit or claims office to enable customers to solve complex problems and improve business.

Job Accountabilities - Key Accountabilities

• Research, respond to and resolve telephone and electronic inquiries from customers.
• Handle distributor remuneration, support the implementation of sales initiatives, networks, events and systems, execute the liaison between the field and internal areas on customer and distributor issues and maintain management data in the Sales and Distribution systems.
• Handle Department of Insurance and Consumer Complaints cases.
• Enter inquiry data into tracking system.
• Resolve difficult situations that may require extensive research and knowledge.
• Identify appropriate business or marketing reps for agents seeking appointments, identifying agents for prospective customers who wish to purchase insurance from the Organization and locating claims office staff for insureds and other parties calling to report claims.
• Provide advice and product expertise to customer service staff, team members, agents/brokers, insureds, regulators, customers, claimants, prospective customers.
• Anticipate, recognize and respond to needs of customers.
• Support implementation of customer initiatives.
• Provide status updates.
• Resolve technical problems by referring to policies, procedures, specifications.
• Make recommendation by comparing alternatives for solving problems or improving procedures or products and provide recommendations.
• Provide technical expertise for short-term, defined scope projects.
• Train new Customer Support Associates.

Business Accountabilities

• Support distributor (or other partner) remuneration, and monitor and take responsibility for resources/cash, with defined procedures, where applicable.
• Prepare documentation, to support the implementation of projects to time and quality standards.
• Identify and comply with the main principles relevant to legal and regulatory controls that govern standard work practices.
• Collect data from well-established sources and develop customer or distributor reports to help preparations for key tenders/meetings, including commentary and an analysis of trends to facilitate decision-making where required.
• Monitor business processes in order to identify and recommend opportunities for improvement.
• Provide clear feedback to customer/distributor (or other partner) enquiries and monitor specific issue handling and resolution.
• Resolve operational customer/distributor (or other partner) management activities (e.g. remuneration, sales initiatives, event management, cross-selling), ensuring an efficient and high-quality service is extended to all internal and external customers.
• Provide support to the Sales and Distribution teams in one or multiple areas, on a local level, acting as liaison between field and internal stakeholders on customer and distributor issues.

Job Qualifications

Bachelors degree (or equivalent) and 2 or more years of experience in related field

• Excellent communication skills
• Strong analytical and problem solving skills
• Customer service skills
• Ability to design, develop and implement enterprise processes and procedures

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