The main function of this 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. The employee will learn all the company policies, procedures, products, customer support systems and learn how to service customer inquiries. 

Job duties and responsibilities include:

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Analyze and Respond to Policy Holders 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.

Ensuring a high standard of customer experience is delivered

Collaborate with Internal Teams: Work closely with other departments, such as underwriting and claims, to resolve policyholder issues and ensure seamless service delivery.

Identify and Escalate Issues: Recognize potential discrepancies or complex cases and escalate them to the appropriate team or supervisor for resolution while maintaining clear communication with the policyholder.

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) preferred

Working knowledge of Microsoft Office Products Excel Word Advanced use of Outlook, Macros.

Excellent verbal and written communication and interpersonal skills

Proven sound judgment and ability to problem solve 

Ability to prioritize and manage escalations