Customer Service and Relationship Manager

Greater Vancouver, British Columbia 25 June

Novella Wealth

  • Description

    Novella Wealth, a relationship-based firm, is focusing entirely on serving our clients well. Whether it’s health insurance, RRSPs, TFSAs, estate planning or corporate risk or financial planning doesn’t have to feel vanilla. We can help you make the most of your moment. We manage each portfolio with the same care that we give our own.
    We're looking for the best Customer Service and Relationship Manager to join the Novella family. To deliver Novella’s mission, the Customer Service and Relationship Manager works closely with the Agency Owners and Leadership Team to communicate with internal and external Agents, Co-workers and customers to maximize positive customer experiences by responding to customer inquiries. As a Customer Service and Relationship Manager, you will lead the Customer Service Team in providing world-class customer service and problem-solving resources, proactively evaluate existing processes, and determining areas for improvement and development to meet organizational objectives. Additionally, the Customer Service and Relationship Manager will analyze, clarify and resolve policy and account-related questions and is responsible for developing long-term relationships with the customer base. Working under minimal supervision, the Customer Service and Relationship Manager is responsible for mentoring and managing Customer Service team, while ensuring a superior level of customer satisfaction and compliance with all regulations and guidelines.
    Work activities include:
    • Manage customer service team, delegates tasks, measures team KPIs, serves as universal contact for customers;
    • Achieve customer care objectives by preparing and creating action plans and achieving productivity, quality and customer-service standards goals;
    • Improve customer service performance by studying, evaluating and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; identifying areas for improvement and implementing positive changes;
    • Determine customer service requirements by maintaining contact with customers;
    • Accomplish customer service human resource objectives including training, assigning, scheduling, coaching, counseling and communicating job expectations; planning, monitoring, appraising and reviewing job contributions; enforcing policies and procedures;
    • Ensure the timely and successful delivery of solutions according to client needs and objectives;
    • Create systems for reporting, client communication, and management of important customer-focused data;
    • Work directly with the Team Leaders to make sure all client needs are met;
    • Collaborate with sales teams to ensure client retention and growth;
    • Assist with high severity requests or issue escalations as needed;
    • Own full responsibility for the transition from the sales cycle to account management cycle;
    • Make sure all team stakeholders are fully aligned to ensure successful and efficient project fulfillment;
    • Act as a liaison between management, customer support and the customer with a focus on communicating the client and sales team’s needs;
    • Maintain staff by recruiting, selecting, orienting, and training employees;
    • Maintain a safe and secure work environment and develops personal growth opportunities;
    • Create and foster a culture of teamwork and accountability; mitigate risk and exposure (Errors & Omissions) to agency by enforcing standard processes (Agency Guidelines Manual), spot checking work, and escalating issues appropriately;
    • Participate in individual, and team, client retention and expanding client relationships
    • Work with Team Leaders to establish and achieve challenging sales/service goals for all team members of the Team;
    • Assist in conducting ongoing client service and technical training in the Agency;
    • Support implementation of process and technology changes by gathering training resources, coordinating training programs and distributing project information to prepare team for changes and streamline transitions;
    • Provide a positive environment by modeling cultural expectations and influencing others to reward performance and value “can do” people, accountability, diversity and inclusion, flexibility, continuous improvement, collaboration, creativity and fun.

    QUALIFICATION REQUIREMENTS
    EDUCATION & TRAINING
    • Post-secondary education and/or 2 years of experience in customer service or related field
    • Leadership training preferred
    PREFERRED EXPERIENCE
    • Minimum 2 years of experience in general office support or management
    • Experience managing and leading direct reports
    • Experience in insurance and financial industry
    • Exposure to Errors & Omissions in the insurance industry
    KNOWLEDGE, SKILLS, & ABILITIES
    • Excellent customer service orientation with the ability to proactively recognize and serve the needs of customers.
    • 3+years of Customer Service Management experience
    • Strong collaborating skills, and an ability to work effectively both independently and as part of a team
    • Strong leadership skills and ability to effectively lead others
    • Strong customer support knowledge and skills.
    • Comfortable in a fast-paced environment with frequent deadlines; high energy, self-motivated and proactive
    • Excellent communication and interpersonal skills
    • Ability to multitask, and be flexible with regard to workload and assignments
    • Ability to exercise sound judgment
    • Ability to lead a team and achieve agency goals
    Job Type: Full-time
    Wage – C$70,000 – 75,000 / year, 35 hour / week
    Aboriginal and new immigrants are encouraged. Candidates legally entitled to work in Canada can apply too.
    Please send resume by reply to this post. Only those qualified will be contacted, NO solicitation please.

    Work Location: Richmond, BC


  • Number of vacancies: 1
  • Requirements

  • Minimum education level: Vocational
  • Years of experience: 2
  • Language(s): English
  • Availability for travel: No
  • Availability for change of residence: No

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Job summary

  • Customer Service and Relationship Manager

  • Employer

    Novella Wealth

  • Location

    Greater Vancouver, British Columbia

  • Work type

    Full Time

  • Type of contract

    Permanent contract

  • Salary

    Negotiable

  • Apply

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