Job in Canada for Indian

Customer Service Representative

Job Details

Job Description

What you’ll do:

• 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.
• Answer a variety of internal/external customer questions and inquiries regarding all SCIC programs via the provincial virtual contact center (VCC), toll-free lines, walk-ins, fax, and/or emails.
• Maintain, administer and process customers’ contracts ensuring efficiency and accuracy.
• Data capture customers’ financial and program-specific information in various databases.
• Contact customers and/or their authorized representatives to obtain and exchange information, and discuss and confirm program/contract requirements.
• Interpret and validate financial information used during the data assessment process.
• Electronic preparation of participant financial information for Level 1 and 2 verification files for program benefits.
• Prepare, distribute, check and process adjuster work within the customer system, as assigned by Field Supervisor and/or CSO Manager.
• Resolve problems associated with customers’ Crop Insurance claims and/or AgriStability applications.
• Complete clerical duties such as correspondence, reports, batching, mail, electronic and manual filing, supply need identification, and requisition, as required.
• Participate as a member of the sales team for the annual sales of the Crop Insurance program.
• Mentor and assist less experienced staff in the CSO.
• Multitask working with multiple customer files, phone calls, walk-in traffic, and interruptions while maintaining customer confidentiality.
• Maintain a clear understanding of computer work; data entry, computer program knowledge, and use.

Qualifications:

• To be successful in this position you will need a grade 12 diploma, supplemented with a relevant business course and extensive related clerical experience.
• Basic farm/agriculture knowledge.
• Good mathematical skills with the ability to complete simple calculations.
• Knowledge and experience with computer applications such as Microsoft Word, Excel, and Outlook.
• Should the successful candidate participate in the Crop Insurance or AgriStability Programs, their account must be in good standing.
• A criminal record check is required.
• Grade 12 Diploma

Competencies:

• Service Excellence: Delivers and provides additional information or service beyond customer expectations.
• Uses customer feedback to make changes in work and personally commits to resolving customer issues.
• Takes a variety of actions to fully understand and meet a customer’s needs.
• Personal Leadership and Development: Demonstrates integrity, openness, and inclusiveness by treating self and team members with respect and empathy.
• Demonstrates self-awareness by knowing oneself and the impact of one’s behaviors on others.
• Balances organizational, team, and individual commitments.
• Strategic Thinking: Provides input to help formulate corporate priorities. Asks questions to gain a clear understanding.
• Prioritizes work in alignment with organizational objectives.
• Decision Making: Will move the decision-making to the appropriate level when the decision is outside of the position scope.
• Can clearly explain the theory behind the decisions they made.
• Uses information to make timely and appropriate decisions for the position.
• Innovation: Adapts methodology and ideas quickly for immediate or anticipated changes in the environment.
• Looks at problems or issues from a variety of angles. Remains positive during times of uncertainty.
• Analytical Thinking: Ask pointed questions and do research to learn more about the issue.
• Asks questions to gain a clear understanding.
• Involves or moves the issue on to the right person.
• Team Collaboration: Respect the contributions of all team members, demonstrating cooperation and support for team decisions.
• Shares knowledge and experience with others.
• Brings forward ideas, solutions, and concerns to help the team problem-solve and build solutions.
• Building Organizational Community: Is friendly, positive, and professional with people they meet.
• Works independently, and interdependently and participates as a contributing member across work teams.
• Builds rapport and ensures others are informed.
• Communication: Seeks input and sees things from others’ perspectives. Seeks to understand through facts and information.
• Listens actively and objectively without interrupting.
• Accountability: Models the values of the organization. Assumes responsibility for personal actions, behaviors, and results.
• Actions are consistent with words (“walks the talk”).
• Performance Management: Achieves quality of work on a consistent basis.
• Assumes ownership of assigned duties with intention of generating positive results.
• Continuously strives to meet or exceed organization and unit goals and objectives.
• Planning and Risk Management: Divides objectives into manageable tasks and sets deadlines to keep projects moving forward. Organizes and prioritizes work to implement plans.
• Continually adapts priorities and responsibilities in response to changing needs.