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Customer Service Representative I

Date: May 21, 2021

Location: San Diego, CA, US, 92108

Company: Wawanesa Insurance

 

Wawanesa Mutual Insurance is one of the largest property and casualty insurers in Canada with $3 billion in annual revenues and assets of more than $9 billion. Wawanesa Mutual, founded in 1896 with executive offices in Winnipeg, is the parent company of Wawanesa General, which offers property and casualty insurance in California and Oregon, and Wawanesa Life, which distributes life insurance products and services throughout Canada. With over 3,500 employees, Wawanesa proudly serves over two million policyholders through nine regional offices and 41 service offices in Canada and the United States.  Wawanesa actively gives back to organizations that strengthen communities where it operates, donating well above internationally recognized benchmarks for excellence in corporate philanthropy.

We are currently looking for dedicated, driven, and enthusiastic individuals who thrive in an environment that welcomes change and are looking for an opportunity for diverse experience, advancement on a growing team.

 

Job Overview

Working under general supervision, the Customer Service Representative I supports Wawanesa’s dedication to delivering an exceptional and consistent customer experience by providing information and resolutions for our existing policy holders.

 

Starting Pay: $18hr and up, depending on experience
 
Schedule: Your training and regular schedule may be a split shift schedule:
•Monday through Friday, start time between 11:15 a.m. to 1:00 p.m. and ending between 7:45 p.m. to 9:30 p.m.
•Saturday and/or Sunday, 8:00 a.m. to 4:30 p.m.
 
The safety of our employees is very important to us. Candidates who are selected for this position will be trained virtually and must be able to work from home in a designated work area. Once Wawanesa determines it is safe for employees to return to the office, we will likely require you to work from our San Diego location. We would ask that you are flexible to work from home, work from the office, or a hybrid of both.

 

Job Responsibilities
•Resolve complex inquiries by analyzing data using multiple information systems and policy/contract manuals to determine proper course of action in a timely manner
•Deliver an exceptional and consistent customer experience in a fast-paced contact center environment
•Advise and assist customers with making policy and coverage changes and all other service requests while ensuring sufficient coverage for the policyholder
•Identify opportunities for upselling and cross-selling of various products and coverages
•Complete all transactions in accordance with company policy and PCI compliance
•Deliver superior results by achieving individual and departmental goals and objectives
•Using Wawanesa information systems, record and document customer interactions, details of inquiries, complaints and actions taken
•Retain policyholders through efficient and effective problem resolution and customer service skills
•Resolve escalated customer contacts through polite and professional communication
•Partner and communicate with other departments to maintain a quality customer experience
•Perform other duties as assigned

 

Qualifications

•High School diploma or equivalent required, College degree preferred
•Strong computer, phone, typing, grammar and multitasking skills
•Ability to provide an exceptional and consistent customer experience, while balancing efficiency and quality of work
•Strong active listening skills
•Ability to interpret and comply with company guidelines and procedures
•Must maintain high standards of confidentiality by maintaining sensitive information
•Ability to adapt to change and perform effectively in a fast-paced environment
•Demonstrate flexibility to work various work days, extended hours, including weekends, nights and holidays
•Ability to identify an issue, determine resolution, and complete action as required
•Foster teamwork, positive morale, and open communication
•Current Fire and Casualty Broker-Agent or Personal Lines Broker-Agent license required or ability to complete licensing within the first 90 days of employment (if needed, company will provide course training and cover applicable license fees)
•Bilingual English/Spanish preferred, but not required.
•Previous insurance and or call center experience preferred.
•Position requires the ability to lift up to 5 lbs. on a daily basis
•Position requires low mobility throughout the branch buildings to meet internal customer demands

 

 

IND1

 

Wawanesa General Insurance Company is an equal opportunity employer and is committed to a diverse workforce. Wawanesa provides equal employment opportunity to all employees and applicants without regard to an individual’s protected status: race/ethnicity, color, religion, creed, sex/gender, sexual orientation, gender identity/expression, marital status, pregnancy/childbirth or related conditions, national origin, disability, military or veteran status, or any other protected status.  If you are a qualified individual with a disability, you have the right to request a reasonable accommodation to assist in the application process.  You may request reasonable accommodations by calling the Human Resources department at 858-874-5404 or emailing Human Resources at SD_human_resources@wawanesa.com.

The health and safety of our employees is our top priority. In response to the COVID-19 pandemic, the majority of our workforce is currently working from home.


Nearest Major Market: San Diego