Customer Service - Inbound Voice-Account & Portfolio Management

Job Description

• Join our team as a Customer Service Representative, where you'll handle billing transactions and provide technical support to policyholders in a fast-paced contact centre.
• With excellent communication skills and a positive attitude, you'll deliver exceptional service experiences while contributing to our collaborative environment.
• Your role involves processing billing transactions, addressing inquiries, and providing technical support with professionalism and precision.
• If you're committed to excellence and ready to thrive in a structured operations setting, this role is for you. Apply now to embark on a rewarding career journey with us.

Responsibilities

Key Responsibilities

Responsibilities are not limited to the enclosed

• Receive inbound calls from policyholders in a contact centre environment.
• Process billing transactions on behalf of policyholders, which include telephone payments and account adjustments.
• Accurately interpret and verify billing transactions.
• Respond to simple as well as complex billing inquiries from policyholders.
• Provide policyholders with technical support on the client systems.
• Follow up with policyholders on outstanding items in a timely manner.
• Deliver highly positive service experiences consistent with our key performance metrics, quality standards and customer experience program.
• Perform other duties as needed.
• Increase customer retention, loyalty and build a credible reputation
• Comprehend and adhere to the company and department standards, policies and procedures
• Contribute individually and as a member of a team to ensure service levels meet agreed client and internal standards
• Deliver a quality service to all customers and third parties to ensure customer and client satisfaction
• Some post High School education preferred
• Excellent telephone etiquette and service delivery skills
• Strong communication skills and effective listening abilities
• Effective organizational and time-management techniques
• Exhibit patience and a positive outlook when working with policyholders
• Contribute to an environment of accountability, collaboration and teamwork
• Basic ability to navigate computers and software applications MS Office, Word, Excel, etc.
• Able to commit to the entirety of the training program and work within a structured operation environment.
• Credit, Criminal and other Background check screening results must meet the organization's minimum risk acceptance criteria.

Qualifications

Minimum Requirements

• Grade 12 Mandatory
• 9+ months customer service experience and/or
• 9+ months call centre experience
• Soft skills & Telecommunications Experience Advantageous
• Computer Literacy MS Office, Social Media, Online, Navigation
• Good articulation of the English language Spoken and Written
• Some post High School education preferred
• Excellent telephone etiquette and service delivery skills
• Strong communication skills and effective listening abilities
• Effective organizational and time-management techniques
• Exhibit patience and a positive outlook when working with policyholders
• Contribute to an environment of accountability, collaboration and teamwork
• Basic ability to navigate computers and software applications MS Office, Word, Excel, etc.
• Able to commit to the entirety of the training program and work within a structured operation environment.
• As part of client-specific requirements, you may be subject to mandatory drug testing, either during onboarding or at any point during your employment at EXL.
• Credit, Criminal and other Background check screening results must meet the organization's minimum risk acceptance criteria.