Claims Processing & Customer Service Specialist (Government, Onsite)

One of our major government clients is looking for a Claims Processing & Customer Service Specialist (Government, Onsite) Length : Approx.

6 months contract with a possibility of extension Work Location- Toronto, ON Hours of Operation : 8 : 00 - 16 : 00 Monday through Friday JOB DESCRIPTION : The Customer Service Specialist (CSS) delivers on CLIENT's winning experience by processing prize claims efficiently and with quality in compliance with CLIENT's policies and procedures.

They interact over email and phone with customers submitting their prize claims online or via mail. The role also delivers exceptional VIP-level service and experience to winners at the Prize Centre.

They are directly responsible for guiding winners through the end-to-end prize claims journey; and ensure a positive experience with CLIENT by creating moments of delight JOB ACCOUNTABILITIESAs the face of CLIENT at the Prize Centre - ensure that our customers have a positive experience during the prize claims process.

Execute the transactional processes related to prize claims to ensure swift and accurate disbursement of legitimate claims in compliance with CLIENT's policies.

Conduct and document interviews and photographs with approved winners to be used for marketing and promotional purposes.Respond to customer enquiries and concerns with prize claims to provide information and clarity on Prize Centre policies and processes.

Drive adherence to an aligned service experience and continuously operationalize adjustments in service of CES, CSAT, and content generation KPIs.

Employ a "Customer First" philosophy, meeting, and exceeding customer expectations to create brand advocates.Escalate suspicious claims and difficult customers as per defined paths.

Actively participate in the identification and delivery against continuous improvement initiatives CROSS-FUNCTIONAL RELATIONSHIPSInternal ExternalPrize Centre operations Teams & other CLIENT Lottery, Enterprise Marketing and Customer Experience teamsCLIENT Customers & CLIENT Prize Winners, Service Providers, Banks, Family Responsibility Office (FRO) KNOWLEDGE, EXPERIENCE AND SKILLS Knowledge Post-secondary education required or equivalent experience in customer facing roles.

University Degree in Business Administration or equivalent is highly desirable.Sound understanding of customer experience and service imperatives to effectively align operational strategies with customer needs and expectations.

ExperienceMinimum of 3-years recent experience servicing customers in a fast-paced regulatory environment2+ years' experience in omnichannel customer service - in-person, email, phone and / or chat2 years' experience with content management (CMS), customer relationship (CRM) and Customer Experience (Qualtrics) management solutionsExperience in back-office case processing in Banking or Insurance sectors preferred.

Experience in Marketing, Journalism, or communications desirable.Experience in social media content creation and management desirable.

Critical SkillsPassion for servicing customers with proactive solutions and a high level of enthusiasm. Exceptional written and verbal communication skills, delighting the customer with every single interaction.

The ability to listen to the customer's needs, in turn offering confident recommendations, resulting in high satisfaction from the customer with the service they received.

Must exhibit the utmost professionalism and maturity; and maintain a positive attitude in all interactions. The ability to collaborate with your colleagues and cross-functional teams is essential, as this is a very active, fast-paced, team environment.

Ability to make decisions quickly and effectively, when unanticipated situations may arise, putting the Winner's experience at the forefront of everything you do.

Must be resourceful and capable multi-tasking while aiding in a face-to-face customer environment. Must be self-motivated and have excellent time management skills.

Must be able to keep responsible gambling guidelines top of mind. Ability to utilize and switch from multiple technology platforms with ease.

Adapt to an ever-changing environment and being resilient. URGENT : Please read the job description above. If this interests you, apply to the job with your most updated resume, including your contact number and email address.

The recruiter in charge of this role is Zara. If you do not think you are a match for this opportunity, but know someone who is, feel free to forward this job description to them and you will be eligible for a referral bonus upon a successful hire.

Please note that this is the most up to date version of job description available at this time - During Client Interview you will receive additional information - variance may apply! Please note : Adherence to our end client's vaccination policy is a requirement.

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