Customer Service Representative

Job Title : Customer Service Representative Location : NORTH YORK, ONTARIO, CANADA Job Summary : A Customer Service Representative (CSR) at Primerica is responsible for handling customer inquiries, providing information about Primerica's products and services, resolving issues, and ensuring that clients have a positive experience with the company. This role involves supporting customers throughout their financial journey, whether it’s related to life insurance, investments, or other financial products offered by Primerica. Key Responsibilities : Client Interaction and Support : Respond to customer inquiries via phone, email, or online chat in a professional and timely manner. Provide accurate and detailed information about Primerica’s financial products, policies, and services. Assist customers with setting up, updating, or canceling policies or accounts, ensuring the correct information is captured. Issue Resolution : Handle customer complaints and concerns, ensuring they are resolved quickly and efficiently. Work with customers to troubleshoot issues and provide solutions or escalate to the appropriate department when necessary. Follow up with clients to ensure satisfaction and that their issues are fully resolved. Account Management : Assist customers with policy updates, claims, billing inquiries, and general account management tasks. Ensure that client information is accurately recorded in the company’s systems. Maintain knowledge of all product offerings to help clients with account and policy questions. Processing Transactions : Process changes to policies, including premium adjustments, beneficiary updates, or coverage modifications. Assist in processing customer payments and resolving any billing discrepancies. Ensure that all paperwork, applications, and documents are handled in compliance with company standards. Cross-Functional Collaboration : Collaborate with the sales and underwriting teams to ensure smooth transitions from policy sales to ongoing service. Work with the claims department to assist customers through the claims process. Coordinate with other departments to address customer needs effectively. Customer Education : Educate clients about the services and tools Primerica offers to improve their financial situation. Provide clear instructions for customers to access online tools, manage their accounts, and stay informed about their policies. Share available resources for financial planning and guide clients on how to best use Primerica’s services. Customer Retention : Assist in building long-term relationships with customers by offering consistent and reliable support. Identify potential opportunities for upselling or cross-selling relevant financial products, based on customer needs and preferences. Help in maintaining high customer satisfaction and loyalty. Qualifications : Education : High school diploma or equivalent (college degree may be preferred). Experience : Previous customer service or administrative experience is typically preferred, especially in a financial or insurance setting. Skills : Excellent communication skills, both verbal and written. Strong problem-solving and conflict resolution abilities. Ability to remain patient and professional when dealing with difficult situations. Organizational skills to manage multiple customer inquiries and requests simultaneously. Familiarity with basic computer systems and customer service software (CRM tools) is beneficial. Ability to handle confidential information with discretion and care. Work Environment : Flexible work hours : The role may allow for flexible scheduling or remote work, depending on the position and location. Team-oriented : Collaboration with colleagues, including team leads and management, is an essential part of this role. Career Growth and Advancement : Primerica offers opportunities for growth into higher-level customer service or management positions for top performers. There may also be opportunities for additional training to expand into other areas of financial services or operations. Compensation : Based on the performance and cases.  P / T $50K, F / T $100K and above. Powered by JazzHR