Customer Care Agent 1
Manitoba Public Insurance
- Winnipeg, MB
- Permanent
- Part-time
- Respond to standard incoming contacts in accordance with established service standards regarding MPI policies and procedures. Types of contacts can include:
- Opening new claims in accordance with MPI claims handling procedures, ensuring that all relevant details relating to the claim are obtained from the claimant and that coverage is verified using effective telephone questioning techniques.
- Advising claimants of applicable coverage, the procedures to be followed when filing a claim and the MPI approved process for handling the claim.
- Categorizing new claims as non-contentious, contentious or bodily injury.
- Scheduling the necessary appointments using the computer system technology.
- Performing basic insurance and drivers’ licensing transactions according to defined and highly standardized processes, providing customers with relevant information resulting from the transaction.
- Search knowledge management databases to locate the information required to respond to enquiries.
- Develop and maintain a working knowledge of MPI policies and procedures in order to adequately respond to enquiries.
- Monitor personal contact handling performance against established service standards and KPIs, and actively works to resolve personal performance issues.
- Actively participate in identifying opportunities to improve departmental service quality.
- Work cooperatively with peers and supervisors to promote a team environment in which all staff assists others with managing responsibilities and fulfilling duties successfully.
- High school diploma or equivalent.
- Three years of customer service, administrative office or contact centre experience.
- flexible health, dental and vision plans
- health spending account
- travel health coverage
- other extended health benefits such as ambulance, massage and physiotherapy
- registered pension plan
- group, dependent, and optional life insurance coverage
- critical illness insurance
- sick leave to cover short-term disability
- long-term disability
- vacation entitlement
- maternity, parental and adoptive leaves
- bereavement and family responsibility leaves
- employee and family assistance program
- mental-health programming
- lunch-and-learn offerings
- discounted gym memberships and wellness account