Customer Care Agent

This is a fully remote position, open to applicants in Canada.

📋 Description

• Address standard incoming inquiries regarding MPI policies and procedures.

• Initiate new claims, gather necessary claimant information, and verify coverage through telephone inquiry techniques.

• Inform claimants about applicable coverage, claim filing protocols, and MPI-sanctioned claim procedures.

• Classify new claims as non-contentious, contentious, or bodily injury.

• Arrange necessary appointments utilizing computer system technology.

• Execute basic insurance and driver’s licensing transactions following standardized protocols.

• Offer customers pertinent information derived from transactions.

• Consult knowledge management databases to resolve inquiries.

• Maintain an up-to-date understanding of MPI policies and procedures.

• Track contact-handling performance against service standards and KPIs, addressing any performance concerns.

• Recognize opportunities to enhance departmental service quality.

• Collaborate with colleagues and supervisors within a team setting.

⛳️ Requirements

• High school diploma or equivalent.

• Three years of experience in customer service, administrative office, or contact center roles.

• Intermediate 2 oral French language proficiency.

• Capability to type at least 35 words per minute.

• May need to undergo typing assessment.

• Willingness to work shifts, including evenings and weekends.

• Days off may not be consecutive.

• Physically fit to perform duties necessary for operating related office equipment.

🏝️ Benefits

• Flexible health, dental, and vision plans.

• Health spending account.

• Travel health coverage.

• Additional extended health benefits such as ambulance services, massage therapy, and physiotherapy.

• Registered pension plan.

• Group, dependent, and optional life insurance coverage.

• Sick leave to accommodate short-term disability.

• Long-term disability.

• Vacation entitlement.

• Maternity, parental, and adoptive leave options.

• Bereavement and family responsibility leaves.

• Employee and family assistance program.

• Mental health programming.

• Discounted gym memberships and wellness accounts.

• Employee recognition and rewards.

• In-house training opportunities.

• Professional development initiatives.

• Educational assistance program.

• Safety, health, and workplace policies and programs.

• Technical expertise and assistance to support employee safety and health activities.