Customer Care Lead
Are you looking for a caring, collaborative, values-driven workplace with inspiring teammates and leaders? Do you have the ambition and desire to be the best and thrive at the most impactful global insurance provider in the world? Look no further than Zurich Canada.
If you have experience in customer service and are looking for a new challenge, we would love to hear from you.
Zurich Canada is currently looking for a Customer Care Lead to handle customer queries and concerns to uplift customer experience and strengthen Zurich’s brand reputation. Reporting to the Head of Customer Office, Zurich Canada, this role is responsible for working with various internal teams, as well as third parties, to investigate and resolve issues for the customer.
This is a unique opportunity to build your knowledge and experience for the future in a supportive environment where your voice matters.
What you will do:
Resolving customer-escalated queries and complaints to a high standard within set timelines whilst ensuring a first-class customer experience.
Liaising with customers directly by preferred contact methods, aiming to resolve quickly and efficiently.
Successfully negotiating with customers, coming to a fair and amicable resolution while balancing customer expectations and business aspects.
Expediting serious issues to Management/Ombudsman toward prompt resolution.
Implementing customer remedies within agreed SLAs. Sharing best practices in resolving customer concerns/complaints to improve front-end resolution.
Establishing Complaint reporting and monitoring programs to reduce and mitigate complaints and risk to Zurich.
Analyzing customer feedback and complaint data (i.e., root cause analysis) to ensure that recurring or systematic issues and potential legal and operational risks are identified and resolved.
Working closely with Claims, third-party distributors, Comms/issues management, or the Ombudsman to understand early complaint trends and utilize information to make recommendations to help improve performance levels.
Working with your manager and Ombudsman to make changes to complaint frameworks and process improvements, where required.
Job Qualifications – What you bring to the table:
Bachelor’s Degree and 10 or more years of experience in the Claims or Underwriting area
High School Diploma or Equivalent and 12 or more years of experience in the Claims or Underwriting area
Experience in working with large corporate clients.
Experience in investigating and resolving customer queries and complaints.
Proven experience in handling a demanding caseload in a highly skilled and fast paced environment.
Demonstratable strong negotiation skills used in a customer facing and third-party contact environment.
Previous experience working in an autonomous nature to resolve queries, make suggestions to customer problems and make recommendations for improvements.
Strong numeracy skill with the ability to identify data trends to make recommendations.
Strong literacy skills with proven experience in communicating effectively with customers, business stakeholders and third parties.
Previous experience working within a continuous improvement/data insight led role.
Previous experience presenting customer data-led findings, with a view to making recommendations to senior stakeholders, is preferred.
Insurance experience is an asset.
Verbal and written proficiency in the English language is required in order to facilitate communication with internal and external key stakeholders located outside of Quebec.
A confident and clear communication style.
Bilingual in French and English is required.
The ability to stay calm and deliver under pressure.
A problem solver who can work through tough situations with empathy.
Demonstrated ability to handle multiple priorities and deadlines.
Excellent listening and communication skills with the ability to foster strong working relationships.
Internal networking capacity aimed at solving matters effectively and efficiently.
Knowledge of insurance products is an asset.
Self-motivated and able to work on your own initiative.
Resilient with strong negotiation skills is essential.
Should take ownership of development, without being prompted, to stay up to date with best practices. Share learnings with colleagues and leaders.
At Zurich, we are proud of our culture. We are passionate about Diversity, Inclusion, Equity and Belonging (DEIB). We want you to bring your whole self to work, and we want our employees to be reflective of the communities in which we live and work. Our DIEB initiatives are creating an environment where everyone feels welcome.
We have a collaborative culture where diversity of thought is valued. We value your input and strive to give our employees the tools they need to make an impact.
We care about our employees’ well-being and offer a comprehensive health/benefits plan with varying levels of coverage to suit your specific needs and a competitive total compensation package.
We understand how important it is to rest, recharge and do the things you love. At Zurich, all employees receive a minimum of four weeks of vacation per year to do just that.
We also understand that employees require time off for personal reasons. Maybe you have an appointment during a workday, a cultural or religious holiday you would like to observe, or you need time off to focus on your mental health. Zurich employees receive four personal days per year to be used at their discretion.
We are committed to continuous improvement, and offer access to a comprehensive range of training and development opportunities.
We care about our communities. Our communities are where our customers, people, and shareholders live and work. While we can be proud of the contribution to society Zurich makes through our core business of insurance, we must also give back to our communities through our talent, time and resources.
We have won numerous awards for our workplace culture. We are proud to be one of Greater Toronto’s Top Employers and to have received Insurance Business Canada’s 5-Star Diversity, Equity and Inclusion Award.
Make a difference. Be challenged. Be inspired. Be supported. Love what you do. Work for us.
Zurich Canada is part of the Zurich Insurance Group, a multi-line insurer with approximately 55,000 employees worldwide serving customers in global and local markets. Zurich Canada has been a leading insurance provider serving mid-sized and large companies, including multinational corporations, in the Canadian commercial market for 100 years. With over 500 employees in offices across the country, Zurich offers the global strength of a top insurance provider combined with in-depth knowledge of industries and local markets. Zurich Canada aspires to be risk management professionals’ first choice as their premier partner to help meet the risk challenges of today and tomorrow. Read more at www.zurichcanada.com.
A future with Zurich
Now is the time to move forward and make a difference. At Zurich, we want you to share your unique perspectives, experiences and ideas so we can grow and drive sustainable change together. As part of a leading global organization, Zurich North America has over 148 years of experience managing risk and supporting resilience. We are a leading provider of commercial property-casualty insurance solutions and a wide range of risk management products and services for businesses and individuals. Today, we serve more than 25 industries, from agriculture to technology and insure 90% of the Fortune 500®. Our growth strategy is not limited to our business. As an employer, Zurich strives to provide ongoing career development opportunities and foster an environment where voices are diverse, behaviors are inclusive, actions drive equity, and our people feel a sense of belonging. Be a part of the next evolution of the insurance industry. Join us in building a brighter future for our people, our customers and the communities we serve.
As a global company, Zurich recognizes the diversity of our workforce as an asset. We recruit talented people from a variety of backgrounds with unique perspectives that are truly welcome here. Taken together, diversity and inclusion bring us closer to our common goal: exceeding our customers’ expectations. Zurich is committed to providing a diverse, inclusive and barrier-free environment resulting in an accessible organization for employees, customers, and other parties who interact with, or on behalf of, Zurich. We strive to achieve a workplace free of discrimination of all forms, including discrimination on the basis of physical or mental disability, or medical condition. If you are interested in a job opportunity, please advise if you require an accommodation, so we can work with you to provide a more accessible process.
Zurich does not accept unsolicited resumes from search firms or employment agencies. Any unsolicited resume will become the property of Zurich Canadian Holdings Limited. If you are a preferred vendor, please use our Recruiting Agency Portal for resume submission.
Only applicable for Canada: For Zurich Canada’s commitment to diversity and accessibility please click here. If you would prefer to not receive future electronic messages from Zurich Insurance Company Ltd’s recruitment management system, please email your request to have your job profile deleted from the system by clicking here. Zurich Insurance Company Ltd 100 King St., W., Suite 5500, Toronto, ON, M5X 1C9. www.zurichcanada.com
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