Number of Positions: 1
Language: Bilingualism in English and French is an asset.
Our Client Services team aspires to create a seamless and personalized client experience. Our professional, agile and knowledgeable team works collaboratively to understand and anticipant the needs of our clients, helping our organization to grow. We foster open communication and think innovatively to find mutually beneficial solutions for our clients. The Senior Wealth Customer Service Representative is a key lead resource for the Wealth, Individual Life Client Service Centre and is responsible for the management and processing of all complex issues, errors and escalations. This role participates in organizational initiatives, projects, system upgrades and the resolution of complex changes. This role also acts as point of contact for questions and escalations for Junior Wealth CSR’s, clients and Advisors.
What you’re responsible for:
Investigate, resolve and respond to escalated inquiries and complex policy change processing; utilizing advanced knowledge, and the understanding of potential impacts and requirements of each products specifications and the adherence to the business rules.
Process complex contractual and non-contractual changes and research and interpret contract and certificate wordings, consider trust and reputation, and understanding the risks to ensure appropriate action is managed.
First point of contact for internal and external auditors and the processing of all Ingenium updates and fixes resulting from system related audits; as well as internal/external auditors and the finance department.
Represent the Wealth Individual Client Service Centre by acting as the subject matter expert on special projects including new product initiatives, system enhancements and procedural changes; and develop ongoing project plans, procedures and processes.
Develop, implement, deliver and maintain procedural and process updates in a consistent manner to the Client Service Centre, and other impacted departments.
Expert application of knowledge in all systems used in the role to provide superior client service, process contractual and non-contractual changes, investigate requests and escalations and the requirements for new applications to in force changes to death claims to payout, RESP, unlocking and retirement products for purchasing additional insurance through dividends and paid up additions.
Provide advanced judgement, guidance, ensure proper bilingual service and education support, advice to advisors, internal departments on all Individual Life departments, Billing, New Business Client Services and for submitting forms, product knowledge, technical support, and determining the next steps that are in the best interest of the client.
Provide judgement, education support, ensure bilingual service standards are maintained and advice to advisors, internal departments, clients, product knowledge, and determine the next steps that are in the best interest of the client for all Wealth product lines
What to expect:
Detail oriented work that requires a high degree of mental concentration for extended periods of time.
Strict confidentiality with respect to client’s medical history, financial status and other personal information.
To be successful:
You influence change and are committed to continuous improvement, in order to exceed client expectations.
You leverage critical thinking skills to identify problems and proactively propose solutions.
Your strong communication skills allow you to clearly convey messages.
You’re an effective team player who shares knowledge to support your peers.
To join our team:
3 years of previous experience specific to the industry.
Expert knowledge of all Wealth Management processes and procedures as well as products, services, processes and systems.
ACS designation and/or working towards their LOMA (FLMI) designation.
Green Lean Belt.
Strong analytical and problem-solving skills, attention to details and accuracy.
What we offer:
Training and development opportunities to grow your career with one of Canada’s Best Employers.
Flexible work options and paid time off to support your personal and family needs.
A holistic approach to your well-being, with physical and mental health programs and a supportive workplace culture.
Paid volunteer days to give back to your community.
A comprehensive total rewards package, including competitive salary, bonus, pension and benefits.
Interested in applying?
Click 'apply now' to submit your current resume and cover letter. Tell us a bit about yourself, your professional experience and how you think you can make a difference at The Co-operators. We look forward to learning more about you and we welcome you to follow us on LinkedIn and Twitter. #BETTERCAREER
The Co-operators values a diverse, equitable, and inclusive work environment, and we're committed to meeting the needs of persons with disabilities during the recruitment process. If you are contacted for an interview and require an accommodation, please contact the hiring manager.