Customer Service Representative

at  Saskatchewan Crop Insurance Corporation

QUALIFICATIONS:

• To be successful in this position you will need a grade 12 diploma, supplemented with, a minimum, one-year experience providing frontline customer service.
• Knowledge of Saskatchewan agriculture with ability to have conversations with customers about their farming operations.
• Communication skills with the ability to effectively share information, listen actively, and respond empathetically to customer inquiries and concerns.
• Self-motivated, with the ability to manage multiple workflows, responding to customer needs and providing timely follow-up.
• Mathematical skills with the ability to complete simple calculations.
• Computer literacy with knowledge and experience with a variety of computer applications such as Microsoft Word, Excel, and Outlook.
• Should the successful candidate participate in the Crop Insurance or AgriStability Programs, their account must be in good standing.
• A criminal record check is required.

• Reporting to the Manager, Customer Service Office (CSO), this position is responsible for providing excellent frontline customer service and clerical support while promoting and administering SCIC programs in a timely, accurate, professional and courteous manner.
• Answer a variety of internal/external customer questions and inquiries regarding all SCIC programs via the provincial virtual contact centre (VCC), toll free lines, walk-ins, fax and/or emails.
• Maintain, administer and process customers’ contracts ensuring efficiency and accuracy.
• Data capture customers’ financial and program specific information into various databases.
• Contact customers and/or their authorized representative to obtain and exchange information, discuss and confirm program/contract requirements.
• Interpret and validate financial information used during the data assessment process.
• Electronic preparation of participant financial information for Level 1 and 2 verification files for program benefits.
• Prepare, distribute, check and process adjuster work within the customer system, as assigned by Field Supervisor and/or CSO Manager.
• Resolve problems associated with customers’ Crop Insurance claim and/or AgriStability application.
• Complete clerical duties such as correspondence, reports, batching, mail, electronic and manual filing, supply need identification and requisition, as required.
• Participate as a member of the sales team for the annual sales of the Crop Insurance program.
• Mentor and assist less experienced staff in the CSO.
• Multitask working with multiple customer files, phone calls, walk-in traffic and interruptions while maintaining customer confidentiality.
• Maintain a clear understanding of computer work; data entry, computer program knowledge and use.