Customer Service Representative

Saskatchewan Crop Insurance - Assiniboia, SK (30+ days ago)

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At SCIC, we’re helping keep Saskatchewan’s agriculture industry strong and it takes great people, working together as a community, to make it happen. Our values reflect who we are at SCIC. We value focusing on the producer, innovation, teamwork and community, accountability to ourselves and others and leadership at all levels.

Reporting to the Customer Service Office (CSO) Manager, this position is responsible for providing excellent frontline customer service and clerical support while promoting and administering SCIC programs in a timely, accurate, professional and courteous manner.

Answer a variety of internal/external customer questions and inquiries regarding all SCIC programs via the provincial virtual contact centre (VCC), toll free lines, walk-ins, fax and/or emails.
Maintain, administer and process customers’ contracts ensuring efficiency and accuracy.
Data capture customers’ financial and program specific information into various databases.
Contact customers and/or their authorized representative to obtain and exchange information, discuss and confirm program/contract requirements.
Interpret and validate financial information used during the data assessment process.
Electronic preparation of participant financial information for Level 1 and 2 verification files for program benefits.
Prepare, distribute, check and process adjuster work within the customer system, as assigned by Field Supervisor and/or CSO Manager.
Resolve problems associated with customers’ Crop Insurance claim and/or AgriStability application.
Complete clerical duties such as correspondence, reports, batching, mail, electronic and manual filing, supply need identification and requisition, as required.
Participate as a member of the sales team for the annual sales of the Crop Insurance program.
Mentor and assist less experienced staff in the CSO.
Multi-task working with multiple customer files, phone calls, walk-in traffic and interruptions while maintaining customer confidentiality.
Maintain a clear understanding of computer work; data entry, computer program knowledge and use.

To be successful in this position you will need a grade 12 diploma, supplemented with a relevant business course and extensive related clerical experience. An equivalent combination of education and experience may also be considered.

Basic farm/agriculture knowledge.
Strong interpersonal skills with the ability to show empathy and understanding to customer concerns.
Strong communications skills with the ability to explain policy and procedure in layperson terms.
Ability to deal with difficult situations in a professional manner.
Ability to independently plan, organize and manager workload while remaining aware of priorities and deadlines.
Good mathematical skills with the ability to complete simple calculations.
Proficient in Microsoft Office (Outlook, Word, Excel).

We are looking for someone with demonstrated competencies in the following areas:

Service Excellence - Deliver and provide additional information or service beyond customer expectations.
Communication – Seek input and see things from others’ perspectives.
Accountability – Model the values of the organization.
Team Collaboration – Share knowledge and experience with others.
Decision Making – Can clearly explain their theory behind the decisions they made.
Analytical Thinking – Ask pointed questions and does research to learn more about the issue.
Planning and Risk Management – Divide objective into manageable tasks and set deadlines to keep projects moving forward.
Building Organizational Community – Is friendly, positive and professional with people they meet.
Performance Management – Assume ownership of assigned duties with intentions of generating positive results.
Strategic Thinking – Prioritize work in alignment with organizational objectives.
Personal Leadership and Development - Demonstrate integrity, openness and inclusiveness by treating self and team members with respect and empathy.
Innovation – Adapt methodology and ideas quickly for immediate or anticipated changes in the environment.

The successful candidate must present a work ethic supporting our corporate values and Saskatchewan agriculture, must provide an acceptable criminal record check and should the successful candidate participate in the Crop Insurance or AgriStability Programs, their account must be in good standing.