Contact Centre Talent Community - MPI

About the Role

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.

Apply at https://careers-mpi.icims.com/jobs/intro?hashed=-435590782.