We’re looking for a Senior Customer Experience Consultant to join our growing team!
Are you passionate about turning challenges into opportunities and providing exceptional customer experiences? Join our dynamic team as a Senior Customer Consultant, where you will be at the forefront of resolving complex customer issues and enhancing client satisfaction. In this role you will dive into customer files, collaborate with various business units and leverage your expertise to make impactful decisions. If you’re ready to make a different and drive positive change, this is the role for you!

• Analysis of complex customer files that have escalated through the Complaint Handling Protocol, including thorough fact finding using all available resources and information from various business units
• Provide outstanding service to customers and brokers through the complaint process
• Relied upon to make sound decisions with respect to customer files while remaining compliant to company guidelines and policies
• Supports internal and external clients by providing coaching, technical advice, and recommendations based on expertise to resolve problem claim files and re-establish understanding and/or positive rapport with customers, vendors, and brokers Follow up on implementation of resolution
• Manage Social Media inquiries
• Collaborate with the Customer Complaints Resolution Office
• Prepare studies or briefs for management, focusing on trends and areas of opportunity to prevent recurrence of complaints
• Regularly review adherence to business processes
• Proactively identify opportunities to increase efficiency within the team
• Participate in special projects based on need