You will find a career with drias International to be a rewarding one. We offer a team-oriented work environment and a competitive salary and benefits package. As an added benefit to our employees, drias International also offers health club membership reimbursement, and tuition reimbursement for job related education.
Customer Experience Representative
Job Title: Customer Experience Representative
Language: English or Bi-lingual (English and French)
Position Type: Full time
Work Type & Hours: Permanent Hourly Paid – 35-40 hours per week
Work Environment: Customer Experience Department
Career Level: Professional & Experienced
drias International Ltd.
drias International is an ambitious, innovative, and fast-paced company. We offer exceptional training and development programs, along with competitive pay and great benefits all within an engaging, fun, and collaborative work environment. drias International staff members have a unique opportunity to gain national knowledge and expertise in handling policies across various regions and territories. At drias International, we all work together to come up with big ideas and bring them to life. We focus on our customers first, we bring our best, and we are stronger together.
drias International offers a comprehensive benefits package, including:
- Health insurance
- Long-term disability
- Company paid short-term disability, life insurance, and AD&D
- Generous vacation policy
- Personal care days
- Pension (RPP)
- Health club reimbursement
- Tuition reimbursement
Summary Overview: The Customer Experience Representative provides professional, courteous, and accurate responses to written customer inquiries.
Essential Responsibilities include the following. Other duties may be assigned.
- Delivers excellent customer service to clients.
- Updates morning report financials with DPN’s.
- Collaborates with Finance department to ensure procedures are handled by business rules.
- Manually enters loan, policy value calculations and surrenders.
- Provides information and service to existing and new customers regarding a full range of products. Uses sound judgment and flexibility when recommending appropriate options and solutions.
- Troubleshoots and gathers information for customers to identify root causes of customer dissatisfaction and determines appropriate course of action. Escalates to different departments when appropriate.
- Processes a variety of policy change requests within set service standards.
- Processes correspondence and return mail accurately and within standards.
- Identifies opportunities for process improvements.
- Takes calls for the Customer Experience team as needed.
- Cross-trained on other blocks of business and other department functions.
- Special projects as assigned.
To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily. The qualifications, physical demands and work environment characteristics listed below are representative of the knowledge, skills and ability required to successfully perform the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experiences
High school diploma required.
Language and Communication Skills
Excellent verbal and written skills are required as well as good customer service skills. Ability to read, interpret, understand and explain documents to customers. Ability to effectively present information to others, gather information from others, and respond appropriately to questions from managers, co-workers, agents, customers, and the general public. Must display excellent phone and email etiquette, and the ability to communicate in a pleasant and friendly manner.
Proven professional letter writing skills required.
Must be able to maintain strict confidence with regards to sensitive and protected confidential information. Must be able to gain trust, respect, and confidence of customers. Must be a team player and exhibit a strong desire to learn and promote self-growth. Must be pro-active, have a good attitude, be self-disciplined, and self-motivated. Creative problem solving skills with the ability to coordinate multiple tasks.
Attention to administrative detail and high organizational skills required. Must present in a clean and neat physical appearance and strictly abide by company dress code, and maintain a clean and neatly organized workspace.
Ability to apply commonsense understanding to carry out detailed written and oral instructions. Ability to deal with problems involving variables in situations. Ability to define problems, collect data, establish facts, and draw valid conclusions.
Mathematical and Reasoning Skills
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs Ability to understand and communicate basic math.
A proficiency in Microsoft Office: Outlook, Word, PowerPoint, Excel, as well as fundamental computer navigation and typing skills required.
Interested in applying?
Please email your cover letter and resume to Christina Netto at: NettoC@driasi.com. Tell us a bit about yourself, your professional experience and how you think you can make a difference at driasi. We look forward to learning more about you and we welcome you to follow us on LinkedIn.
Inclusion and Equal Opportunity Employment
driasi is an equal opportunity employer committed to diversity and inclusion. We are pleased to consider all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veterans status, Aboriginal/Native American status or any other legally-protected factors. Disability-related accommodations during the application process are available upon request.
Please note all offers of employment at driasi are conditional upon satisfactory results of all pre-hire background checks.
We thank you for your interest in driasi. Only those selected for an interview will be contacted.