Description:
Intake Coordinator is responsible for driving continuous improvement in Wawanesa’s Office of the Ombudsman which includes collecting and responding to various sources of customer feedback, inquiries and complaints, and managing the ongoing delivery of customer complaint resolution. This position also serves as a liaison between customers and Wawanesa functional areas and regional employees.
Job Responsibilities
- Supports Wawanesa’s Office of the Ombudsman by:Acting as first point of contact for all customer complaints through the Ombudsman as well as those sent directly to Wawanesa senior executives (including the CEO), maximizing customer satisfaction and ensuring all complaints are acknowledged in a timely manner, and that customers are kept informed of progress throughout the complaint process.
- Regularly monitoring multiple channels for customer feedback, inquiries and complaints responding to customers directly to address and/or gather additional information, via phone, email, and through correspondence.
- Documenting incoming complaints (telephone, written, electronic and in-person).
- Triaging complaints, feedback and inquiries to appropriate functional areas for further investigation and handling in accordance with appropriate guidelines and delegation protocols.
- Following up on unresolved complaints and issues, ensuring appropriate steps are being taken for satisfactory resolution, that investigations are complete, thorough, professional, timely and meet regulatory reporting requirements; and that consideration for customer needs is maintained throughout.
- Determining and managing reportability of customer complaints.
- Identifies customer feedback and complaint trends / patterns and best practices on a national, regional and functional area basis that could be support continuous improvement activities
- Provides input regularly on customer feedback trends; shares customer compliments and successes
- Support discussions around root-cause issues and lessons learned from customer outreach
- Performs other related duties as assigned
Qualifications
- Minimum of three years’ experience in a professional customer-focused capacity, preferably within a complaint management program
- Ability to gather and analyze information from numerous sources
- Creative problem solving skills to interpret the needs of customers and resolve their issues
- Able to effectively communicate both verbally and in writing
- Strong interpersonal skills to act with tact, diplomacy, integrity and professionalism in sometimes confrontational or sensitive situations; good conflict resolution skills; ability to build productive partnerships and networks with internal and external stakeholders
- Ability to work independently and in a team environment
- Advanced proficiency in Microsoft Office (Excel, Word, PowerPoint)
- College Diploma or University Degree, preferably in Business Administration, Economics, Social Sciences or other related field
- Previous experience in the insurance industry is considered an asset.