Customer Service Representative

JOB OVERVIEW: The Customer Service Representative provides prompt, reliable courteous and professional service to Customers (internal and external), Agents and Brokers at all times. He/ She assists in the accurate processing of payments and bank deposits. JOB RESPONSIBILITIES: Client Operations and Client Services⦁ Receive, record and respond to Client, Broker and Agent calls, visits or written queries, with a view to finalizing the query and providing the Customer with an appropriate solution/explanation. ⦁ Receive, record and process all possible Customer requests for Life and Health Insurance Policies (for example:

cheque requests, beneficiary change, change in address) timely, accurately and efficiently within the agreed standards. To follow up on all outstanding requirements and provide all the necessary documents showing the effective change(s)⦁ Complete the Customer Interaction Logs as required and submit to the Team Leader by the stipulated deadlines. Payment Processing⦁ Receive and process premium payments and miscellaneous payments for Life and Health Insurance Policies. To ensure that all financial matters and documentation is appropriately and accurately completed and maintained.

Customer Relationship Management⦁ Daily participation and monitoring of Customer Relationship Management (CRM) cases with a view to ensuring cases are closed on the system within the agreed Turnaround times (TATs). Issue Portal Resolution (CX Responsibilities)⦁ Attend all issue resolution huddles, contribute towards resolving issues raised and resolve all issues assigned highlighted at the issues huddle resolution deriving from CX issue portal within agreed TATs⦁ Resolve issues submitted digitally via the issue portal within stipulated turnaround times for the issues type. ⦁ Follow through with all CX customer pulse survey responses ensuring customer satisfaction by closing the loop.

Report Processing⦁ Collate statistical information for use by Team Leader, Customer Service and Management as required. To perform any other related duties as assigned by the Team Leader – Customer Service or Manager. EDUCATION AND EXPERIENCE: ⦁ 5 CXC/ CSEC passes including Mathematics and English Language. ⦁ 2 A’ Level passes⦁ LOMA 280, 290, ACS 100 and all related parts⦁ At least 2 years’ experience in a Customer Service Department⦁ Basic knowledge of anti-money laundering proceduresADDITIONAL REQUIREMENT: As a regulated entity with obligations under the Know Your Employee guidelines, a Certificate of Character is required. Applications will be treated with the utmost confidentiality.