NATURE AND SCOPE OF JOB
Under general supervision, provide excellent service to the organization’s customers by staying on top of compliance standards and regulations and keeping carriers up to date and compliant through daily data validation, quality control, addressing and resolving inquiries, and problem solving to reach the best possible outcome keeping both the customer satisfaction and organization in mind.
MINIMUM QUALIFICATION REQUIREMENTS:
5 successful passes or more at CSEC or equivalent. A diploma in a related field is preferred.
2 years’ customer service experience.
Typing Speed and Accuracy >25 wpm
English test > 80%
Excellent customer service communication (verbal and written)
Collaboration skills along with being friendly, personable, and results oriented.
Ability to exercise discretion and independent judgment with respect to matters of significance.
Must be able to multi-task and be comfortable working with all types of customers.
Knowledge of Microsoft Office Suite including Outlook 365, Word, and Excel.
Ability to learn, understand, and utilize the company and department systems.
Responds in an expedient manner to inquiries via email or phone to the team while maintaining a positive working relationship. Able to work with all material and all audiences and bridge the tech / non-technical gap when applicable.
Prioritizes and meets assigned deadlines, provides account information as requested, and escalates questions as appropriate.
Recognizes and acknowledges a problem and works with the appropriate team members on an effective resolution.
Communicates and coordinates areas of both compliance and non-compliance actionable items as necessary.
Enters all required information into systems to create and maintain records and ensure accuracy and timeliness. Prepares documents, inquiries, and correspondence as needed.
Accurately enters and processes data as provided to include.
Maintain awareness of Client specific requirements as dictated by the client.
Gather web access level information and documents from the client's platform.
Data entry and validation.
Provide accurate and timely information regarding Client statuses and compliance to the client.
Recognize and correct inconsistencies in data and documents.
Recognize intricate details of the account/services and any concerns or opportunities.
Provide bi-weekly reports to the client on critical file deficiencies.
Maintains confidentiality on all personally identifiable information (PII) and related matters.
Communicates and shares job knowledge with others and contributes to the team effort by accomplishing related results as needed. Understands and meets the client's standard service levels.
Understands and meets the client's service level agreement outlined in the Master Service Agreement.
Performs other duties as assigned or requested based on skill set.