Job Description

Customer Analyst – (Contract)

Our client, one of the largest general insurers and has its customers across the UK, Ireland, and Canada, is looking to grow their team and is hiring for a Customer Analyst. This would be a hybrid role.

Shift: Monday-Friday, 9:00AM-5:00PM

Location: Hybrid – Markham, ON

The incumbent provides brokerages access support, “how to” advice, and in-depth technical support and troubleshooting, assuring minimal impact to productivity.

Responsibilities: 

• Handle all telephone demand & email inquiries from brokerages, LIAs & internal stakeholders for system access inquiries, support requests, and guidance inquiries
• Deliver a high standard of customer service based on communication, professionalism, timeliness and accuracy of technical information provided
• Accountable to ensure ticket lifecycle does not exceed defined standard
• Log requests, follow up on outstanding items, and provide instructions and status updates to users in a clear, professional manner (written and verbal)
• Create/modify/remove system access as requested – aligned to defined standard
• Provides support on systems when called on by peers (junior)
• Maintain knowledge of supporting systems, provide cross-training (as needed)
• Prioritize and manage multiple requests based on urgency/impact of request
• Identify trends with brokers, taking the lead to work with BD team on training

Qualifications:  

• College or University Degree (Business Management/equivalent preferred)
• Minimum 1-2 Years of customer contact center experience
• Proficient in relevant computer applications and call center systems
• Good typing skills

• Customer service oriented
• Strong written and verbal communication skills
• Excellent problem-solving skills
• Interpersonal & organizational skills
• Self-directed & adaptable
• Typing at a medium to fast rate with accuracy
• Basic appreciation of broker operating environments, and that of insurance
• Basic understanding of Underwriting principles
• Ability to effectively handle all Broker & customer requests end to end
• Keep abreast of all Broker communication and changes in guidelines & technology
• Ability to act as SME to represent the team on initiatives
• Trouble-shoot & identify root cause of technical issues where applicable
• Triage complex issues effectively for further investigation

At Leap we are an Equal Opportunity and Affirmative Action Employer. That means all applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status. Leap will not tolerate any discrimination or harassment based on any of these characteristics. Leap encourages applicants of all ages.