Customer Service and Insurance Representative

About the Role

We are looking for a Customer Service and Insurance Representative to join our team! In this role, you will deliver exceptional customer service by handling incoming and outgoing telephone and email inquiries, ensuring accuracy in insurance coverage data, and managing administrative tasks related to customer accounts. You will play a key role in maintaining customer satisfaction and operational efficiency through prompt, professional, and results-driven service.

Main Responsibilities

• Create an outstanding customer service experience:
• Respond to customer inquiries, questions, and complaints in a prompt, professional manner.
• Build and maintain positive relationships with customers and team members.
• Provide accurate information to customers and insurance brokers, updating insurance documentation as required.
• Escalate complex customer concerns to appropriate team members when necessary.
• Administrative management of insurance coverage documentation:
• Obtain, process, and maintain updated insurance coverage documentation via mail and email.
• Accurately record transactions, adjustments, and relevant data on customer insurance accounts.
• Organize and coordinate paperwork with a high level of precision and efficiency.
• Proactive follow-up and account review:
• Conduct regular account reviews to ensure valid insurance coverage.
• Place prompt and courteous follow-up calls to customers with insufficient insurance information.
• Verify, update, and maintain customer records and documentation in the system.
• Document all interactions and outcomes accurately in account notes.

What We’re Looking For

• A strong sense of integrity, professionalism, and results-oriented mindset.
• Effective communication, organizational, and interpersonal skills.
• Ability to multitask and adapt to changing priorities in a fast-paced environment.
• Ability to work independently with minimal supervision, while also being a collaborative team player.
• Proficiency in Microsoft Office products (intermediate level).

Experience and Qualifications

• 2+ years of previous customer service experience (required).
• Experience working in a call center environment (required).
• Experience in the finance and leasing industry (an asset).
• Fluency in English and French (required).