Virtual Receptionist

Job Description:

Act as the initial point of contact for all claims and provide frontline service, advice on policy coverage and the claims process for express claims (eg. claims that meet straight through process eligibility requirements). Role also triages incoming calls and re-directs to appropriate areas.

Responsibilities:

• Answer incoming calls: Promptly and professionally manage a high volume of calls on the virtual reception line, ensuring a seamless customer experience.
• Provide clear and courteous assistance: Address inquiries, transfer calls to the appropriate team members, or department.
• Maintain call logs: Accurately record call details for trending purposes.
• Ensure customer problems are handled appropriately and escalate issues when necessary; refer customers to appropriate team members or internal partners as appropriate.
• Demonstrate flexibility to be able to change activities based on customer and business needs.
• Create a legendary customer experience at every interaction and look for ways to contribute to ongoing improvement of the overall customer experience.

Qualifications:

• Strong verbal communication skills and a clear, pleasant phone manner.
• Excellent organizational and multitasking abilities.
• Previous experience in a call center or customer service role is preferred.
• Ability to work independently and remain composed under pressure.
• Tech-savvy with a focus on accuracy and attention to detail.

Shareholder Responsibilities:

• Prioritize and manage own workload to meet SLA requirements for service and productivity.
• Understand and apply operating policies and procedures for supporting the accuracy of all straight through claims.
• Contribute to business objectives for Operational Excellence.
• Support the timely and accurate completion of business processes and procedures.
• Escalate non-standard or high-risk activities as necessary.
• Complete investigations – report/escalate risk issues or process gaps identified.
• Identify and recommend opportunities to enhance productivity, effectiveness, and operational efficiency.
• Ensure necessary due diligence to support the accuracy of all customer transactions/activities.

Employee/Team Responsibilities:

• Participate fully as a member of the team, support a positive work environment that promotes service to the business, quality, innovation, and teamwork.
• Support the team by continuously enhancing knowledge/expertise in own area and participate in knowledge transfer within the team and business unit.
• Participate in personal performance management; meet professional/personal development objectives.
• Keep others informed and up-to-date about the status/progress of projects and/or all relevant or useful information related to day-to-day activities.
• Contribute to a fair, positive, and equitable environment that supports a diverse workforce.
• Act as a brand champion for the business area/function and the bank, both internally and/or externally.

Breadth & Depth:

• Complete straight through process for claims that meet the eligibility requirements.
• Work within well-defined rule-based guidelines, accountable for completing low-risk, repetitive processes within a standardized framework.
• Completes single-step transactions using a limited number of systems and/or apps.
• Identify issues and escalates internally; typically addressing routine minimal discretion.
• Collaboratively work with internal and external partners to ensure claims are handled accurately and in a timely manner.
• May require industry accreditation and training.

Experience & Education:

• 1+ Years Relevant Experience

Who We Are:

As part of TD Bank Group, one of Canada's largest financial institutions, TD Insurance offers a wide range of products, including General Insurance and Life and Health. We are committed to providing fair and equitable compensation opportunities, growth, and skill development for our colleagues.