Handle sensitive issues in order to ensure customer satisfaction
Provide detailed oral and written communication to business areas regarding inquiry resolutions
Identify customers’ needs, clarify information, research every issue and provide solutions and/or alternatives
Meet personal/team qualitative and efficiency targets
Apply premium payments and deposits to policies
Facilitate changes in payment mode, banking details, and pre-authorized checking
Process wire, refund, suspense clearing, premium offset and chargeback
In charge of responding to general billing and policy change inquiries
Conduct research and histories

Excellent verbal and written communication skills
Keen attention to detail with strong analytical abilities
Previous experience in the customer service industry
Post‑secondary education or equivalent work experience
Knowledge of Liberty Health (LH) systems is considered an asset
Experience with Health and Dental products is a strong asset
High aptitude to learn and apply information quickly
Strong interpersonal and collaboration skills
Ability to work efficiently in a fast‑paced, evolving environment while maintaining professionalism
Customer‑centric mindset with a proactive, 'go‑above‑and‑beyond' approach

Policy Specialist

Key skills