The main function of this hybrid role is to provide quality service to our policyholders, Regional Offices, and other departments within the Head Office, as well as working with our US counterparts. In this role, you will solve customer issues, help achieve customer’s expectations and handle all customer-facing service procedures, documenting policies and standards and set clear customer goals. In addition, supporting Financial Needs Analysis (FNA) Quality Audits for all of Canada. The employee will learn all the company policies, procedures, products, customer support systems and learn how to service customer inquiries. The employee will also be trained to perform quality FNA audits Assurance rules and regulations, trained on law and legislation for all provinces and underwriting support. 

The training will focus on learning the skills and knowledge necessary to represent the Company by performing the customer service functions for a total customer experience. 

The employee will use communication skills necessary to correspond with our customers or sales force via letter, fax, email and over the telephone.  

Job duties and responsibilities include:

Analyze and Respond to PH for Life, Accident and Health products, make online single day record adjustments (name, address, beneficiary).  Process necessary documentation received to maintain accurate files and ensure that policy holders receive necessary documentation in return for their files. Keep abreast of industry standards and regulations Ensuring a high standard of customer experience is delivered  Responsible for the Financial Needs Analysis for customer files including, but not limited to: training on procedures, inspecting sales and developing and implementing quality control plans. 

Our preferred candidate will have the following:

Bachelor’s Degree or equivalent work experience Experience in insurance industry preferred Bilingual – in English and French (written and verbal) mandatory Working knowledge of Microsoft Office Products Excel Word Advanced use of Outlook, Macros. Working knowledge of general office practices.  Excellent verbal and written communication and interpersonal skills, written and oral, in English and French Personal initiative and accountability  Sound judgment and ability to problem solve  Ability to adapt and multi-task in an extremely fast paced environment  Ability to prioritize and manage escalations   Familiarity with the following would be an asset: CICS PROD, LSP, Dynamics CM8 and L70.