We are seeking a customer-focused Customer Service Representative to join our team. In this role, you will provide exceptional support to clients, address enquiries, and deliver solutions that enhance the customer experience. If you are a strong communicator with a passion for service excellence, we’d love to hear from you.
About Guardian Life of the Caribbean Limited
Guardian Life of the Caribbean Limited leads the charge in Life, Health, and Pension solutions throughout the Caribbean Region. Our unwavering mission is to cultivate financial freedom for our stakeholders through transformative interactions, fueled by the relentless power of technology. With innovation at our core, we strive to redefine the landscape of financial services, empowering individuals, and businesses alike to pursue their dreams with confidence and security.
JOB OVERVIEW:
The Customer Service Representative provides prompt, reliable courteous and professional service to Customers (internal and external), Agents and Brokers at all times. He/ She assists in the accurate processing of payments and bank deposits.
JOB RESPONSIBILITIES:
1. Client Operations and Client Services
• Receive, record and respond to Client, Broker and Agent calls, visits or written queries, with a view to finalizing the query and providing the Customer with an appropriate solution/explanation.
• Receive, record and process all possible Customer requests for Life and Health Insurance Policies (for example: cheque requests, beneficiary change, change in address) timely, accurately and efficiently within the agreed standards. To follow up on all outstanding requirements and provide all the necessary documents showing the effective change(s)
• Complete the Customer Interaction Logs as required and submit to the Team Leader by the stipulated deadlines.
2. Payment Processing
• Receive and process premium payments and miscellaneous payments for Life and Health Insurance Policies. To ensure that all financial matters and documentation is appropriately and accurately completed and maintained.
• Receive, record and process all invoices from doctors and laboratories and to ensure prompt payment on medicals from Life Insurance Policies and to provide all the necessary correspondence to same. Maintain appropriate records for easy future reference. (Not applicable to Barbados).
3. Customer Relationship Management
• Daily participation and monitoring of Customer Relationship Management (CRM) cases with a view to ensuring cases are closed on the system within the agreed Turnaround times (TATs).
4. Issue Portal Resolution (CX Responsibilities)
• Attend all issue resolution huddles, contribute towards resolving issues raised and resolve all issues assigned highlighted at the issues huddle resolution deriving from CX issue portal within agreed TATs
• Resolve issues submitted digitally via the issue portal within stipulated turnaround times for the issues type.
• Follow through with all CX customer pulse survey responses ensuring customer satisfaction by closing the loop.
5. Report Processing
• Collate statistical information for use by Team Leader, Customer Service and Management as required.
6. To perform any other related duties as assigned by the Team Leader – Customer Service or Manager.
EDUCATION AND EXPERIENCE:
• 5 CXC/CSEC Passes including Mathematics and English Language.
• 2 A’ Level/ CAPE passes.
• LOMA 280, 290, ACS 100 and all related parts.
• At least 2 years’ experience in a Customer Service Department
• Basic knowledge of anti-money laundering procedures
ADDITIONAL REQUIREMENT:
As a regulated entity with obligations under the Know Your Employee guidelines, a Certificate of Character is required.
PERSON SPECIFICATION:
The Customer Service Representative must have a meticulous, systematic and logical approach to the tasks with great attention to detail. He/she must be organized and be able to work in multiple systems. He/she must be able to manage time efficiently and be able to provide a customer service oriented approach to the demanding internal and external clientele. He/she must be able to be entrusted with confidential information and should be able to demonstrate the ability to use his/her initiative. He/she should be team player and possess the ability to handle irate customers.
Applications will be treated with the utmost confidentiality.
Skills Required
- 5 CXC/CSEC passes including Mathematics and English Language
- 2 A' Level / CAPE passes
- LOMA 280, 290, ACS 100 and all related parts
- At least 2 years' experience in a Customer Service Department
- Basic knowledge of anti-money laundering procedures
- Certificate of Character (Know Your Employee compliance)
- Ability to use multiple systems and CRM and maintain accurate records
- Strong communication, attention to detail, ability to handle irate customers, teamwork and initiative
- Ability to process premium payments, bank deposits and medical invoices accurately
What We Do
Guardian Group is a conglomerate of insurance and financial services companies in the Caribbean, with over 100 years of experience as one of the largest insurers in the region.
