Customer Care Lead - Toronto, Canada - Zurich Insurance

Zurich Insurance

Verified Company

Toronto, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

The Opportunity

Are you looking for a caring, collaborative, valuesdriven workplace with inspiring teammates and leaders? Do you have the ambition and desire to be the best and thrive at the most impactful global insurance provider in the world? Look no further than Zurich Canada.
If you have experience in customer service and are looking for a new challenge, we would love to hear from you.
Zurich Canada is currently looking for a Customer Care Lead to handle customer queries and concerns to uplift customer experience and strengthen Zurich's brand reputation. Reporting to the Head of Customer Office, Zurich Canada, this role is responsible for working with various internal teams, as well as third parties, to investigate and resolve issues for the customer.
This is a unique opportunity to build your knowledge and experience for the future in a supportive environment where your voice matters.
What you will do:
Resolving customer-escalated queries and complaints to a high standard within set timelines whilst ensuring a first-class customer experience.
Liaising with customers directly by preferred contact methods, aiming to resolve quickly and efficiently.
Successfully negotiating with customers, coming to a fair and amicable resolution while balancing customer expectations and business aspects.
Expediting serious issues to Management/Ombudsman toward prompt resolution.
Implementing customer remedies within agreed SLAs. Sharing best practices in resolving customer concerns/complaints to improve front-end resolution.
Establishing Complaint reporting and monitoring programs to reduce and mitigate complaints and risk to Zurich.
Analyzing customer feedback and complaint data (i.e., root cause analysis) to ensure that recurring or systematic issues and potential legal and operational risks are identified and resolved.
Working closely with Claims, third-party distributors, Comms/issues management, or the Ombudsman to understand early complaint trends and utilize information to make recommendations to help improve performance levels.
Working with your manager and Ombudsman to make changes to complaint frameworks and process improvements, where required.

Job Qualifications - What you bring to the table:

Required:

Bachelor's Degree and 10 or more years of experience in the Claims or Underwriting area

ORHigh School Diploma or Equivalent and 12 or more years of experience in the Claims or Underwriting area
ANDExperience in working with large corporate clients.
Preferred
Experience in investigating and resolving customer queries and complaints.
Proven experience in handling a demanding caseload in a highly skilled and fast paced environment.
Demonstratable strong negotiation skills used in a customer facing and thirdparty contact environment.
Previous experience working in an autonomous nature to resolve queries, make suggestions to customer problems and make recommendations for improvements.
Strong numeracy skill with the ability to identify data trends to make recommendations.
Strong literacy skills with proven experience in communicating effectively with customers, business stakeholders and third parties.
Previous experience working within a continuous improvement/data insight led role.
Previous experience presenting customer dataled findings, with a view to making recommendations to senior stakeholders, is preferred.
Insurance experience is an asset.
Verbal and written proficiency in the English language is required in order to facilitate communication with internal and external key stakeholders located outside of Quebec.
Skills
A confident and clear communication style.
Bilingual in French and English is required.
The ability to stay calm and deliver under pressure.
A problem solver who can work through tough situations with empathy.
Demonstrated ability to handle multiple priorities and deadlines.
Excellent listening and communication skills with the ability to foster strong working relationships.
Internal networking capacity aimed at solving matters effectively and efficiently.
Knowledge of insurance products is an asset.
Selfmotivated and able to work on your own initiative.
Resilient with strong negotiation skills is essential.
Should take ownership of development, without being prompted, to stay up to date with best practices. Share learnings with colleagues and leaders.
Our Culture

At Zurich, we are proud of our culture. We are passionate about Diversity, Inclusion, Equity and Belonging (DEIB).

We want you to bring your whole self to work, and we want our employees to be reflective of the communities in which we live and work.

Our DIEB initiatives are creating an environment where everyone feels welcome.- We have a collaborative culture where diversity of thought is valued.

We value your input and strive to give our employees the tools they need to make an impact.- We care about our employees' well-being and offer a comprehensive health/bene