Escalation Associate

Summary

Handle escalated complaints within the Client Support Department by providing a resolution to the clients within a timely manner and agreed service level. Identify errors in the system or processes causing client complaints and work with the various business units within the Sagicor Group to provide a resolution and improve system and process flows for the benefit of the clients. *This job includes a flexible work shift in a 24-hour setting including weekdays, weekends, holidays*

Responsibilities

• • Ensure that all client escalations and complaints are managed at an excellent professional standard and within Sagicor’s terms and service level.
• • Support the Client Support team with resolving client issues by maintaining contact with all the relevant client groups within Sagicor to ensure the consistency of approach and a smooth cross department co-operation.
• • Participate in Client Support team meetings, discussions and other activities as required to support the team and improve the quality of the escalation query management.
• • Identify and report systemic issues causing client complaints in an effort to improve processes and products.
• • Follow the escalation and complaint procedures in order to ensure that all client escalations and complaints are tracked, and keep all relevant parties informed of actions taken to resolve the issues.
• • Utilize appropriate tools to ensure the clients receive relevant and accurate information at all times.
• • Perform other job-related duties assigned from time to time.

Required Knowledge, Skills and Competencies

• • Experience/ training in Client service/ sales.
• • Excellent negotiation and communication skills.
• • Strong knowledge of computer software packages including Microsoft Word, Excel and PowerPoint.
• • Knowledge of reporting software would be an asset.
• • Able to work well with teams and individuals, both internal and external to the department.
• • Strong problem solving, decision making and quantitative analysis skills with attention to detail.
• • Experience working with projects and managing personnel would be an asset.
• • Strong knowledge of the Company’s products and/ or services.
• • Team focused, self-motivated and possess very good time management skills.
• • Complete understanding of the company's products, processes, operating platforms and applications.

Preferred Qualifications

• ★ Associate degree in Business Administration or a client service-related field from a recognized tertiary institution.
• ★ At least two (2) years’ working experience in a client support related role.
• ★ Certification in Research Methodologies and Delivery would be an asset.

Additional Information and Instructions

📋 How to Apply: 🔹 If this role is of interest to you, kindly submit an application via Sagicor's career portal no later than January 3, 2024. 🙏 We appreciate all applications; however, only shortlisted candidates will be contacted.

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