Service Center Representative

TL;DR

Service Center Representative (Insurance): Managing complex customer inquiries and back-office tasks for insurance products with an accent on first-contact resolution and technical support for digital tools. Focus on providing empathetic service, explaining intricate policy details, and maintaining high customer satisfaction standards.

Location: Must be based in Canada

Salary: $42,000 - $57,000 CAD

Company

hirify.global is a financial services organization committed to innovation, customer experience excellence, and fostering an inclusive, diverse work environment.

What you will do

• Resolve complex customer inquiries via phone, email, and chat with a focus on first-contact resolution.
• Explain insurance products, policies, and complex terms to customers from diverse backgrounds.
• Handle back-office processing, including policy updates, documentation, and payment processing.
• Provide technical support for the online portal and mobile app, including login and navigation issues.
• Promote self-service tools and contribute to customer retention strategies.
• Document all interactions accurately within the CRM system.

Requirements

• Must be based in Canada.
• 3-5 years of customer service experience, preferably in an inbound contact center or financial services.
• Strong technical aptitude for troubleshooting and navigating multiple software systems.
• Excellent verbal and written communication skills with a focus on empathy and patience.
• Ability to work rotating shifts between 9:00 am and 6:30 pm EST, Monday to Friday.
• Proficiency in Spanish is considered an asset.

Culture & Benefits

• Work from home opportunities with all required equipment provided.
• Full benefits package and pension plan with company match.
• Vacation time and performance-based bonus structure.
• Supportive management and inclusive team environment.
• Opportunities for career growth and professional advancement.