• Job Description

  Req#: 4210

  Overview

  As the Customer Care Agent 2 (CCA2), you will be responsible for enquiries related to complex insurance and registration transactions. The CCA2 responds to incoming contacts for which the response may not follow existing documentation, may span multiple processes or decision points, and may require gaining an understanding of the unique circumstances. The types of contacts handled by a CCA2 require a more advanced knowledge base of applicable software and applications.

  Responsibilities

  • Respond to contacts in accordance with established service standards regarding MPI policies and procedures, products and services, business rules, financial transactions, and system usage. Types of contacts include:
    • Explain and interpret customer account information to resolve complex issues and situations, such as suspension of registration and coverage, and claims experience history.
    • Perform complex insurance, drivers’ licensing, and financial transactions within MPI approved policies and procedures.
    • Process financial transactions, including processing corrections and adjustments to customer accounts.
    • Provide assistance and direction to internal and external users of MPI systems, such as IWS, CARS and BI3.
  • Search knowledge management databases to locate the information required to respond to enquiries.
  • Seek advice from the Customer Care Lead when handling difficult contacts, as required. May escalate contacts to Leads when the complexity demands higher level handling.
  • Identify and record potential areas of concern while handling contacts, including discrepancies between the information provided and the information available in MPI databases.
  • Contribute to the handling of calls from the public as volumes demand
  • Develop and maintain a working knowledge in all topic areas, including insurance, drivers’ licensing, financial transactions, and/or systems support.
  • Monitor personal contact handling performance against established service standards and KPIs, and actively works to resolve personal performance issues.
  • Actively participate in identifying opportunities to improve departmental service quality.
  • Wors cooperatively with peers and supervisors to promote a team environment in which all staff assists others with managing responsibilities and fulfilling duties successfully.

  Qualifications

  • High School diploma or equivalent
  • Four years of customer service or contact centre experience, including one year in an insurance sales or support role.

  Employee Benefits

  Health benefits

  We offer a comprehensive health benefits program that includes:

  • flexible health, dental and vision plans
  • health spending account
  • travel health coverage
  • other extended health benefits such as ambulance, massage and physiotherapy

  Financial security

  In an effort to support financial security, we offer:

  • registered pension plan
  • group, dependent, and optional life insurance coverage
  • critical illness insurance
  • sick leave to cover short-term disability
  • long-term disability

  Wellness

  We offer programs that focus on how to better achieve a balance between work and personal commitments, as well as maintain a healthy workplace culture. This includes:

  • vacation entitlement
  • maternity, parental and adoptive leaves
  • bereavement and family responsibility leaves
  • employee and family assistance program
  • mental-health programming
  • lunch-and-learn offerings
  • discounted gym memberships and wellness account

  Diversity and inclusion

  Manitoba Public Insurance believes that diversity and inclusion strengthens us. We consider ourselves to be a barrier-free organization where individual values, beliefs and practices are respected and appreciated for the diversity they bring to our work life.

  Employee recognition

  It’s important to recognize our employees for their contributions. Not only do we recognize employees as they achieve milestone years in their careers, we also have several outlets for leaders and peers to reward each other for work well done.

  Professional development

  We want our employees to grow, which is why we offer support in keeping their skills up-to-date. We offer in-house training, professional development and an educational assistance program.

  Safety and health

  In an effort to encourage a safe and healthy work environment, we offer various safety, health and workplace policies and programs along with technical expertise and assistance to support employee activities in safety and health.

• About the company

  Manitoba Public Insurance Corporation is the non-profit Crown corporation which administers public auto insurance, motor vehicle registration, and driver licensing in the province of Manitoba, Canada.

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