Customer Service Advocate

Job title: Customer Service Advocate

Company:

Job description: Reporting to the Customer Service Manager, Insurance this position is responsible to act as an Agristability subject matter expert and support or lead Customer Service in one or more of these areas: Western Livestock Price Insurance Program, Wildlife Damage Compensation Program (Predation and Prevention) and the Crop Insurance Program. Other duties include:

• Liaison with industry representatives, farm organizations and commodity groups on matters related to AgriStability and SCIC programs.
• Research, prepare, and/or assist with Ministerial requests, briefing notes and appeals for AgriStability and SCIC programs.
• Provide subject matter expertise, advice and guidance to internal and external customers, stakeholders, and the general public on AgriStability program eligibility, issues, options and requirements.
• Assist customers with resolving technical program issues and customer complaints.
• Work closely with policy units to ensure comprehension of procedures in order to help develop and revise policy, procedure manuals and presentation material with accurate and current information.
• Work with other jurisdictions on multi-jurisdictional files and account transfers.
• Monitor and assist in the account management of priority files.
• Provide support to Customer Service (HO) and the customer service offices (CSO) by explaining programs and/or keying customer information for sales, seeded acreage reports declarations and registering claims.
• Provide the Customer Service Manager with updated and current information on issues, trends or occurrences that will impact SCIC customers and stakeholders to ensure proactive organizational response.

WHAT YOU’LL NEED:
The knowledge and skills required for this position are acquired through completion of a diploma in Agriculture or Business, supplemented by a minimum of three years’ related experience business risk management programs. An equivalent combination of education and experience may be considered.

• Familiarity of the programs administered and offered by Saskatchewan Crop Insurance Corporation.
• Knowledge of agriculture, farm tax and accounting principles, their application to the AgriStability program, and how they apply to the calculation of producer files.
• Demonstrates integrity with a focus on service excellence and innovation.
• Time management skills with the ability to manage time and workload efficiently under pressure to ensure specified deadlines are met. Organizes and adapts to changing priorities and workflows.
• Written communication skills with the ability to prepare clear and concise written communication including briefing notes, reports and appeal material.
• Verbal communication skills with the ability to communicate effectively with producers, stakeholders and all levels of Government and deliver comprehensive appeal presentation material.
• Mathematical skills with the ability to calculate formulas and program benefits, and confirm the reasonability of data provided.
• Analytical and problem solving skills with the ability to identify difficult or complex challenges and develop solutions to files.
• Time management skills with the ability to manage time and workload efficiently under pressure to ensure specified deadlines are met.
• Ability to organize workload and adapt to changing priorities and workflow pressures.
• Ability to take initiative toward achieving goals when working independently with limited supervision.

WHAT WE’RE LOOKING FOR:
Service Excellence: Delivers and provides additional information or service beyond customer expectations.

Personal Leadership and Development: Models integrity and inclusiveness by being open, acting with empathy, sharing resources/knowledge across teams and being respectful of all skills and viewpoints.

Strategic Thinking: Commits to achieving success at the team and organizational level.

Decision Making: Uses information to make timely and appropriate decisions for the position.

Innovation: Adapts methodology and ideas quickly for immediate or anticipated changes in the environment.

Analytical Thinking: Make suggestions at team meetings and to manager on potential/known issues and possible solutions.

Team Collaboration: Respects contributions of all team members, demonstrating cooperation and support for team decisions.

Building Organizational Community: Ensures cross-team collaboration for organizational effectiveness.

Communication: Respond to audiences needs by modifying to approach, content or format of the communication. Anticipates and prepares for responses or reactions with sensitivity and directness.

Accountability: Seek and/or provides challenging assignments as learning opportunities.

Performance Management: Makes timely decisions to move work forward; takes responsible risks to improve services and achieve goals.

Planning and Risk Management : Continually adapts priorities and responsibilities in response to changing needs.

The successful candidate must present a work ethic supporting our corporate values and Saskatchewan agriculture, must provide an acceptable criminal record check, must possess a valid driver’s license and should the successful candidate participate in the Crop Insurance or AgriStability Programs, their account must be in good standing.

Expected salary:

Location: Melville, SK

Job date: Mon, 25 Jan 2021 04:40:53 GMT