Company Overview
About the job
TheCustomer Service Representative (CSR)role atPrimerica Financial Services Canadais focused on providing excellent service to clients and supporting internal teams with various administrative and customer-facing tasks. While specific responsibilities can vary depending on the department or region, here is an overview of the typical job description for aCustomer Service Representative:
Key Responsibilities:
Client Support and Assistance:
Respond to Client Inquiries:Address client questions and concerns related to insurance policies, financial products, claims, payments, account status, and other inquiries
Provide Information on Products:Educate clients about Primerica’s products and services, including life insurance, investments, and financial planning services
Resolve Issues:Troubleshoot and resolve customer issues in a timely and professional manner, ensuring customer satisfaction
Policy and Account Management:
Assist with Policy Changes:Help clients with policy updates, such as beneficiary changes, address updates, or other personal information changes
Process Applications and Claims:Assist with the application process for insurance policies or financial products and handle claims processing in accordance with company guidelines
Billing and Payments Support:Help clients with billing inquiries, payment processing, and understanding their payment schedules or overdue notices
Documentation and Record-Keeping:
Maintain Accurate Records:Ensure that customer interactions, inquiries, and transactions are accurately recorded in the CRM or customer database
Handle Correspondence:Manage and respond to written communication, including emails, letters, and online chat requests
Compliance with Company Policies:Ensure all client communications and transactions comply with company policies, procedures, and regulatory requirements
Collaboration with Other Teams:
Work with Financial Advisors:Assist financial advisors by preparing client documentation, scheduling appointments, and ensuring that clients’ needs are met
Coordinate with Claims and Underwriting Departments:Assist with the communication process between customers and the underwriting or claims departments to ensure a smooth process for clients
Support Sales and Marketing Teams:Help in the preparation of client-related materials or support marketing initiatives for promoting Primerica’s products
Customer Education:
Product Education:Provide customers with clear explanations of Primerica’s financial products, such as life insurance policies, investments, mutual funds, and other offerings
Help Clients Understand Statements:Walk clients through policy details, annual statements, and any financial documents to ensure they fully understand their coverage, benefits, or investment details
Follow-Up and Relationship Management:
Proactive Follow-Up:Make outbound calls or send follow-up emails to clients to ensure their questions are answered and needs are met
Maintain Client Satisfaction:Work to build and maintain long-term client relationships by consistently providing high-quality service and assistance
General Administrative Support:
Data Entry and File Management:Perform routine administrative tasks such as data entry, file maintenance, and document management
Scheduling Appointments:Coordinate and schedule meetings between clients and financial advisors, ensuring the effective use of advisors’ time and resources
Key Requirements and Qualifications:
Education:
High School Diploma or Equivalent:A minimum educational requirement, although post-secondary education in business, finance, or a related field may be an asset
Completion of Relevant Training:Primerica often provides in-house training to familiarize CSRs with their products, services, and procedures
Skills:
Strong Communication Skills:Excellent verbal and written communication skills are essential for interacting with clients and internal teams
Problem-Solving Abilities:Ability to identify issues, think critically, and provide effective solutions to clients
Attention to Detail:High attention to detail in managing client information, processing transactions, and ensuring accuracy in communication
Customer-Focused:Ability to remain professional, empathetic, and service-oriented in dealing with clients’ needs and concerns
Time Management:Ability to handle multiple tasks simultaneously and meet deadlines in a fast-paced environment
Experience:
Customer Service Experience:Prior experience in a customer service role, preferably in a financial services, insurance, or related industry
Experience with Financial Products (Preferred):While not always required, a basic understanding of financial products such as life insurance, investments, or banking services is helpful
Technical Skills:
Proficiency in Office Software:Familiarity with Microsoft Office Suite (Word, Excel, Outlook) and other common office tools
Comfort with Digital Communication Tools:Ability to work with various digital communication methods, such as email, chat, and phone systems
Personal Attributes:
Adaptability:Ability to thrive in a fast-paced and evolving environment
Team Player:Collaborating effectively with other team members and departments within Primerica
Dependable and Reliable:Strong commitment to punctuality and consistency in fulfilling job responsibilities
Career Growth:
Internal Advancement Opportunities:Successful Customer Service Representatives may have opportunities to transition into other roles within the company, such as sales support, financial advisor roles, or management positions
Professional Development:Primerica offers various professional development programs that may assist CSRs in advancing their careers and expanding their knowledge of financial services
How to Apply
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