Customer Care Lead in Toronto, Ontario

Buyer Care Lead

106832

The Alternative

Are you searching for a caring, collaborative, values-driven office with inspiring teammates and leaders? Do you will have the ambition and need to be the most effective and thrive on the most impactful world insurance coverage supplier on the earth? Look no additional than Zurich Canada.

When you’ve got expertise in customer support and are searching for a brand new problem, we might love to listen to from you.

Zurich Canada is at the moment searching for a Buyer Care Result in deal with buyer queries and issues to uplift buyer expertise and strengthen Zurich’s model fame. Reporting to the Head of Buyer Workplace, Zurich Canada, this position is accountable for working with numerous inside groups, in addition to third events, to research and resolve points for the client.

This can be a distinctive alternative to construct your data and expertise for the long run in a supportive atmosphere the place your voice issues.

What you’ll do:

Resolving customer-escalated queries and complaints to a excessive normal inside set timelines while making certain a first-class buyer expertise.

Liaising with prospects immediately by most well-liked contact strategies, aiming to resolve rapidly and effectively.

Efficiently negotiating with prospects, coming to a good and amicable decision whereas balancing buyer expectations and enterprise features.

Expediting severe points to Administration/Ombudsman towards immediate decision.

Implementing buyer cures inside agreed SLAs. Sharing greatest practices in resolving buyer issues/complaints to enhance front-end decision.

Establishing Criticism reporting and monitoring packages to cut back and mitigate complaints and threat to Zurich.

Analyzing buyer suggestions and grievance information (i.e., root trigger evaluation) to make sure that recurring or systematic points and potential authorized and operational dangers are recognized and resolved.

Working carefully with Claims, third-party distributors, Comms/points administration, or the Ombudsman to grasp early grievance traits and make the most of info to make suggestions to assist enhance efficiency ranges.

Working along with your supervisor and Ombudsman to make adjustments to grievance frameworks and course of enhancements, the place required.

Job {Qualifications} – What you deliver to the desk:

Required:

Bachelor’s Diploma and 10 or extra years of expertise within the Claims or Underwriting space

OR

Excessive College Diploma or Equal and 12 or extra years of expertise within the Claims or Underwriting space

AND

Expertise in working with massive company purchasers.

Most popular

Expertise in investigating and resolving buyer queries and complaints.

Confirmed expertise in dealing with a demanding caseload in a extremely expert and quick paced atmosphere.

Demonstratable robust negotiation expertise utilized in a buyer dealing with and third-party contact atmosphere.

Earlier expertise working in an autonomous nature to resolve queries, make strategies to buyer issues and make suggestions for enhancements.

Sturdy numeracy talent with the flexibility to establish information traits to make suggestions.

Sturdy literacy expertise with confirmed expertise in speaking successfully with prospects, enterprise stakeholders and third events.

Earlier expertise working inside a steady enchancment/information perception led position.

Earlier expertise presenting buyer data-led findings, with a view to creating suggestions to senior stakeholders, is most well-liked.

Insurance coverage expertise is an asset.

Verbal and written proficiency within the English language is required as a way to facilitate communication with inside and exterior key stakeholders situated outdoors of Quebec.

Expertise

A assured and clear communication type.

Bilingual in French and English is required.

The power to remain calm and ship beneath stress.

An issue solver who can work by robust conditions with empathy.

Demonstrated capacity to deal with a number of priorities and deadlines.

Glorious listening and communication expertise with the flexibility to foster robust working relationships.

Inner networking capability geared toward fixing issues successfully and effectively.

Data of insurance coverage merchandise is an asset.

Self-motivated and in a position to work by yourself initiative.

Resilient with robust negotiation expertise is crucial.

Ought to take possession of improvement, with out being prompted, to remain updated with greatest practices. Share learnings with colleagues and leaders.

Our Tradition

At Zurich, we’re pleased with our tradition. We’re captivated with Range, Inclusion, Fairness and Belonging (DEIB). We wish you to deliver your complete self to work, and we wish our workers to be reflective of the communities wherein we stay and work. Our DIEB initiatives are creating an atmosphere the place everybody feels welcome.

We have now a collaborative tradition the place range of thought is valued. We worth your enter and attempt to present our workers the instruments they should make an affect.

We care about our workers’ well-being and supply a complete well being/advantages plan with various ranges of protection to fit your particular wants and a aggressive whole compensation package deal.

We perceive how vital it’s to relaxation, recharge and do the stuff you love. At Zurich, all workers obtain a minimal of 4 weeks of trip per yr to just do that.

We additionally perceive that workers require time without work for private causes. Possibly you will have an appointment throughout a workday, a cultural or spiritual vacation you wish to observe, otherwise you want time without work to focus in your psychological well being. Zurich workers obtain 4 private days per yr for use at their discretion.

We’re dedicated to steady enchancment, and supply entry to a complete vary of coaching and improvement alternatives.

We care about our communities. Our communities are the place our prospects, folks, and shareholders stay and work. Whereas we could be pleased with the contribution to society Zurich makes by our core enterprise of insurance coverage, we should additionally give again to our communities by our expertise, time and sources.

We have now received quite a few awards for our office tradition. We’re proud to be one among Larger Toronto’s High Employers and to have obtained Insurance coverage Enterprise Canada’s 5-Star Range, Fairness and Inclusion Award.

Make a distinction. Be challenged. Be impressed. Be supported. Love what you do. Work for us. 

About Us

Zurich Canada is a part of the Zurich Insurance coverage Group, a multi-line insurer with roughly 55,000 workers worldwide serving prospects in world and native markets. Zurich Canada has been a number one insurance coverage supplier serving mid-sized and enormous corporations, together with multinational companies, within the Canadian business marketplace for 100 years. With over 500 workers in workplaces throughout the nation, Zurich provides the worldwide energy of a prime insurance coverage supplier mixed with in-depth data of industries and native markets. Zurich Canada aspires to be threat administration professionals’ first selection as their premier companion to assist meet the danger challenges of as we speak and tomorrow. Learn extra at www.zurichcanada.com.

A future with Zurich

Now could be the time to maneuver ahead and make a distinction. At Zurich, we wish you to share your distinctive views, experiences and concepts so we will develop and drive sustainable change collectively. As a part of a number one world group, Zurich North America has over 148 years of expertise managing threat and supporting resilience. We’re a number one supplier of economic property-casualty insurance coverage options and a variety of threat administration services and products for companies and people. At this time, we serve greater than 25 industries, from agriculture to know-how and insure 90% of the Fortune 500®. Our development technique shouldn’t be restricted to our enterprise. As an employer, Zurich strives to offer ongoing profession improvement alternatives and foster an atmosphere the place voices are numerous, behaviors are inclusive, actions drive fairness, and our folks really feel a way of belonging. Be part of the subsequent evolution of the insurance coverage business. Be a part of us in constructing a brighter future for our folks, our prospects and the communities we serve.

As a world firm, Zurich acknowledges the variety of our workforce as an asset. We recruit proficient folks from quite a lot of backgrounds with distinctive views which might be really welcome right here. Taken collectively, range and inclusion deliver us nearer to our widespread objective: exceeding our prospects’ expectations. Zurich is dedicated to offering a various, inclusive and barrier-free atmosphere leading to an accessible group for workers, prospects, and different events who work together with, or on behalf of, Zurich. We attempt to attain a office freed from discrimination of all types, together with discrimination on the premise of bodily or psychological incapacity, or medical situation. If you’re all in favour of a job alternative, please advise when you require an lodging, so we will work with you to offer a extra accessible course of.

Zurich doesn’t settle for unsolicited resumes from search companies or employment companies. Any unsolicited resume will turn out to be the property of Zurich Canadian Holdings Restricted. If you’re a most well-liked vendor, please use our Recruiting Company Portal for resume submission.

Solely relevant for Canada: For Zurich Canada’s dedication to range and accessibility pleaseclick right here (https://www.zurichcanada.com/en-ca/about-zurich/accessibility) .When you would favor to not obtain future digital messages from Zurich Insurance coverage Firm Ltd’s recruitment administration system, please e mail your request to have your job profile deleted from the system by clickinghere ([email protected]) . Zurich Insurance coverage Firm Ltd 100 King St., W., Suite 5500, Toronto, ON, M5X 1C9. www.zurichcanada.com

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