Job Description :
Are you looking for unlimited opportunities to develop and succeed? With work that challenges and makes a difference, within a flexible and supportive environment, we can help our customers achieve their dreams and aspirations.
Group Retirement Solutions or GRS Member Call Centre answer high daily volume of member calls for a variety of inquiries related to their group savings plans, (Pension Plans, Retirement Savings Plans, Stock Plans, Profit Sharing Plans, and non-
registered savings plans) while ensuring each interaction provides excellent member experience and within service standards.
Process inbound calls to effectively meet customer needs within established productivity goals and turnaround times
Meet established productivity goals as evaluated through daily agent statistics
Process sensitive financial transactions for members
Provide quality service to plan member inquiries, telephone and email inquiries
100% completion of call history notes with member specific details
Handle sensitive issues in order to ensure customer satisfaction
Contribute to work systems improvement of the department by identifying barriers and providing input to solutions
At times, assist in the manual tracking of ad hoc member issues in effort to help isolate and / or resolve issues
Escalate issues to Management to ensure customer expectations are met when standard procedures are inadequate in meeting specific needs
Network throughout the organization to engage supporting units in delivering solutions
Such other duties and functions assigned by the immediate head.
Minimum Skills Requirement to Hire :
Candidate must have at least one year tenure in their current position (for internal applicants only)
Candidate must meet job expectations and pass all performance metrics in his / her current Unit (for internal applicants only)
Candidate must have excellent written and verbal communication skills. Ability to converse effectively using the English language.
BUPLAS Verbal Assessment scores in the Pronunciation / Language / Discourse / Interactive domains are : 3.5 / 3.5 / 4 / 3.5
Candidate must be able to compose a grammatically correct, clear and concise paragraph / essay. BUPLAS Written Assessment scores in the Language / / Discourse / Audience Awareness / Task Fulfillment domains are : 4 / 3.5 / 4 / 4.0
Candidate must demonstrate strong customer service skills (ability to build rapport, demonstrate empathy and outline key steps in delivering good customer service).
Candidate must have the ability to clearly understand and act on presented problem statement
Candidate must exhibit good navigation skills. Minimum keyboarding skills of at least 30 words per minute.
Candidate must have good organizational and time management skills
Candidate must demonstrate good problem solving skills.
Technical Skills :
International Business and Multicultural Skills
Product and Service Advice and Support
Minimum Skills Requirements to Go-live :
Demonstrated skill in utilizing business telephony and technology, which includes Avaya, Avaya Wall Board, Avaya Desktop, and Total View Webstation.
Proficiency in relevant business tools : BOSS Knowledge Database, Mainframe, AWD, Internet Explorer-based applications.