OverviewAre you interested in gaining valuable experience in an exciting, fast-paced customer service environment?Manitoba Public Insurance is currently accepting applications for permanent part-time Customer Care Agent 1 opportunities in our Contact Centre - as this is a Talent Community pool, we will only contact candidates if they have been selected for the next steps and if there is currently a hiring need.As the Customer Care Agent 1, you will perform transactions, such as opening claims or scheduling appointments and respond to enquiries related to insurance, bodily injury, driver licensing or registration. The responses required are standard and follow existing documentation and processes.Throughout all transactions, the Customer Care Agent 1 verifies the information entered in the appropriate system. The position maintains a high level of customer service within established Manitoba Public Insurance (MPI) business rules, polices, and procedures.Responsibilities
Respond to standard incoming contacts in accordance with established service standards regarding MPI policies and procedures. Types of contacts can include:
Opening new claims in accordance with MPI claims handling procedures, ensuring that all relevant details relating to the claim are obtained from the claimant and that coverage is verified using effective questioning techniques.
Advising claimants of applicable coverage, the procedures to be followed when filing a claim and the MPI approved process for handling the claim.
Categorizing contacts as per procedures for reporting purposes.
Scheduling the necessary appointments using the computer system technology.
Providing customers with relevant information and/or performing basic insurance and drivers’ licensing transactions according to defined and highly standardized processes.
Search knowledge management databases to locate the information required to respond to enquiries.
Develop and maintain a working knowledge of MPI policies and procedures in order to adequately respond to enquiries.
Monitor personal contact handling performance against established service standards and KPIs, and actively works to resolve personal performance issues.
Actively participate in identifying opportunities to improve departmental service quality.
Work cooperatively with peers and supervisors to promote a team environment in which all staff assists others with managing responsibilities and fulfilling duties successfully.
QualificationsEducation
High school diploma or equivalent.
Experience
Three years of customer service, administrative office or contact centre experience.
Technical Knowledge & Skills
FLS (French language Services) is a strong asset.
Employee BenefitsHealth benefitsWe offer a comprehensive health benefits program that includes:
flexible health, dental and vision plans
health spending account
travel health coverage
other extended health benefits such as ambulance, massage and physiotherapy
Financial securityIn an effort to support financial security, we offer:
registered pension plan
group, dependent, and optional life insurance coverage
critical illness insurance
sick leave to cover short-term disability
long-term disability
WellnessWe offer programs that focus on how to better achieve a balance between work and personal commitments, as well as maintain a healthy workplace culture. This includes:
vacation entitlement
maternity, parental and adoptive leaves
bereavement and family responsibility leaves
employee and family assistance program
mental-health programming
discounted gym memberships and wellness account
Diversity and inclusionManitoba Public Insurance believes that diversity and inclusion strengthens us. We consider ourselves to be a barrier-free organization where individual values, beliefs and practices are respected and appreciated for the diversity they bring to our work life.Employee recognitionIt’s important to recognize our employees for their contributions. Not only do we recognize employees as they achieve milestone years in their careers, we also have several outlets for leaders and peers to reward each other for work well done.Professional developmentWe want our employees to grow, which is why we offer support in keeping their skills up-to-date. We offer in-house training, professional development and an educational assistance program.Safety and healthIn an effort to encourage a safe and healthy work environment, we offer various safety, health and workplace policies and programs along with technical expertise and assistance to support employee activities in safety and health.#LI-DNI
