Position: Customer Service Associate
Company: Primerica Financial Services
Location: North York
Job Type: Full-Time / Part-Time
Industry: Financial ServicesOverview:

The Customer Service Associate at Primerica is a key member of the customer support team, helping clients with inquiries, policy servicing, and resolving any issues related to their financial products. This role is focused on delivering exceptional service, ensuring customer satisfaction, and building strong relationships with clients. As a Customer Service Associate, you will be the face of Primerica for clients and provide support across a variety of financial services.

Key Responsibilities:

1. Client Support & Service:

   • Handle inbound and outbound calls, emails, and chat inquiries from clients regarding their Primerica accounts, policies, and financial products.
   • Assist clients with updating personal information, policy adjustments, billing inquiries, and service-related requests.
   • Provide general guidance and information about Primerica's products and services to clients, ensuring they have a clear understanding of their options.
   • Troubleshoot and resolve client concerns in a timely and professional manner, escalating complex issues to senior staff when necessary.

2. Product & Policy Support:

   • Assist clients with understanding the details of their life insurance policies, investment options, and other financial products offered by Primerica.
   • Guide clients through the process of filing claims, making changes to their policies, and setting up new services.
   • Ensure all client requests are processed accurately and efficiently, meeting both customer expectations and company standards.

3. Customer Education:

   • Provide educational support to clients about their financial products, helping them make informed decisions about coverage, investments, and long-term financial planning.
   • Assist clients in understanding how Primerica's offerings can meet their financial goals, ensuring they are aware of all available options.

4. Administrative Support:

   • Maintain accurate and up-to-date records of client interactions, requests, and transactions in the company's systems.
   • Process transactions related to policies, premium payments, beneficiary updates, and other administrative tasks.
   • Assist with the preparation of documents, forms, and correspondence to be sent to clients.

5. Problem Resolution:

   • Handle complaints or service issues promptly and professionally, working to find solutions that satisfy both the client and company.
   • Follow up with clients after resolving issues to ensure continued satisfaction and address any further concerns.
   • Collaborate with other departments to resolve complex customer issues that require additional support or expertise.

6. Team Collaboration:

   • Work closely with other members of the customer service team and management to ensure efficient and effective service delivery.
   • Share feedback and insights to improve service processes and client experience.
   • Participate in training and development programs to continually improve knowledge of Primerica's products, policies, and customer service practices.

Qualifications:

• Education: High school diploma or equivalent required; associate's or bachelor's degree preferred.
• Experience: Previous experience in customer service, retail, or administrative roles is a plus but not required.
• Skills:
  • Strong communication skills (both verbal and written) with a focus on customer interaction and resolution.
  • High attention to detail and ability to manage multiple tasks efficiently.
  • Ability to handle sensitive customer information and maintain confidentiality.
  • A team-oriented attitude with the ability to work independently.
  • Basic knowledge of financial products, or investments is an advantage, but Primerica provides on-the-job training.
  • Proficient in Microsoft Office Suite (Word, Excel, Outlook), with a strong ability to learn new software and systems quickly.
• Personal Attributes:
  • Professional, friendly, and approachable demeanor.
  • Patience and empathy when dealing with clients, especially when resolving issues.
  • Problem-solving skills and the ability to think critically under pressure.

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