Partner Support Agent

Official Internal Job Title

Customer Service Agent

Status

Regular

Job Description

We currently have a full-time permanent position open in our Mississauga office. The successful candidate in our Partner and Client Services contact center will be responsible for all of Beneva’s communication with the sales partners and clients. The ideal candidate will be located in the GTA and required to work shift work between 8am – 8pm EST. The candidate has to be available to work in hybrid mode and report to the office as required.

Key Responsibilities

• Provide front-line support to financial security advisors, brokers, and MGAs who have inquiries on Beneva’s life and health products and disability insurance.
• Provide support to financial security advisors, brokers and MGAs on all technical and practical aspects of the sales tools including the Advisor Center, Electronic application, Illustration software, etc.
• Remain continuously updated on usage and upgrades of sales tools (Advisor Center, Electronic application, Illustration software, etc.) to best support the sales partners and agents.
• Be the primary point of contact and facilitate communication between our sales partners and head office.
• Provide service on all Individual Insurance inbound queues, including Client Services lines
• Remain highly committed to customer satisfaction and retention, loyalty of existing customers, and promote value-added products and services.
• Meet and exceed the call center’s targets and objectives including call quality and call handle time.
• Troubleshoot and gather information from customers to identify root causes of customer dissatisfaction, diffuse client frustration, take charge of customer issues and determine appropriate course of action.
• Be an active participant and innovator in the department’s transformation and improvement projects and provide suggestions to enhance productivity and efficiency within the department.
• If necessary, perform other related tasks.
  
  

Experience/Requirements

• Minimum College Diploma/University Degree
• Minimum 3-5 years customer service and/or sales and/or call center experience.
• Excellent customer service skills (active listening, understanding and responding).
• Savings and Investments and Life and disability insurance industry experience.
• Demonstrated ability to take initiative and adapt to new systems and procedures.
• Strong problem-solving skills.
• Excellent interpersonal, organizational and communication skills (both written and verbal) in order to deliver exceptional customer service.
• Must be able to multi-task, acquire information quickly, and be pro-active and accountable.
• Must be able to work shifts between 8:00 am to 8:00 pm EST based on business needs.
• French communication skills.
• Brokerage industry experience.
  
  

Beneva is an equal opportunity employer, so we encourage all Women, persons with disabilities, Indigenous people as well as visible and ethnic minorities to apply.

Purpose : True to its purpose, Beneva places people at the heart of its actions and contributes to the well-being of the community. It accompanies its clients in all stages of their lives, both for their insurance and for their financial services.

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