Customer Accounts Agent - Future Opportunities

JOB DESCRIPTION

Our employees are at the heart of what we do best : helping people, businesses and society prosper in good times and be resilient in bad times.

When you join our team, you’re bringing this purpose to life alongside a passionate community of experts.

Feel empowered to learn and grow while being valued for who you are here, diversity is a strength. You have our commitment to support you in reaching your goals with tools, opportunities, and flexibility.

It’s our employee promise.

Our hybrid work model provides the balance between working from home and enjoying meaningful in-person interactions.

Read on to see how you can shape the future, win as a team, and grow with us.

About the role

We’re looking for a Customer Accounts Agent to join our growing team!

As a Customer Accounts Agent, you will be supporting our National Accounts Receivable team in delivering exceptional service to our Brokers and Clients.

With your legendary customer service skills, you will be responding to phone and email inquiries in a call center environment, while processing account schedule changes and bank information updates, reviewing insurance premium payments and refunds, investigating account discrepancies, and helping clients with billing arrangements.

Here are a few ways you'll make a difference :

• You will understand our customer needs and offer appropriate accounts guidance in a timely manner.
• Add or update banking information, amend payment schedules as required, process and review premium refunds, process cheque requisitions, cheque reversals and requests for stop payments.
• You will enhance the customer experience by promoting self-service tools and be an advocate and guide clients through practical use of accounts receivable specific digital tools.
• Ensure accuracy and high standard of work for all accounts receivable tasks.
• You will follow accounts receivable workflows while aiming to meet key performance metrics.

What you bring to the table :

• Minimum 6 months customer service experience.
• Strong communication skills making things simple for our clients and brokers. Ability to solve problems, alleviate conflicts, and escalate tactfully.
• Technology savviness - you are proficient with computer applications, able to work with multiple programs at once, and excellent at data entry.
• Compelling customer service attitude to maintain favourable business relationships.
• You are detailed oriented and able to organize and prioritize workload.
• You can work autonomously.
• No Canadian work experience required however must be eligible to work in Canada.

Assets :

• Bilingual (French and English) a strong asset - Requires answering calls and providing service to French and English-speaking clientele on a regular basis.
• Post-secondary education in a related field.
• Experience working within a call centre environment.
• Experience working in a Work-from-home / hybrid environment.

What we offer

Working here means you'll be empowered to be and do your best every day. Here is some of what you can expect as a permanent member of our team :

A financial rewards program that recognizes your success

An industry leading Employee Share Purchase Plan; we match 50% of net shares purchased

An extensive flex pension and benefits package, with access to virtual healthcare

Flexible work arrangements

Possibility to purchase up to 5 extra days off per year

An annual wellness account that promotes an active and healthy lifestyle

Access to tools and resources to support physical and mental health, embracing change and connecting with colleagues

A dynamic workplace learning ecosystem complete with learning journeys, interactive online content, and inspiring programs

Inclusive employee-led networks to educate, inspire, amplify voices, build relationships and provide development opportunities

Inspiring leaders and colleagues who will lift you up and help you grow

A Community Impact program, because what you care about is a part of what makes you different. And how you contribute to your community should be just as unique.