Job Description

Description :Company: CLIC
Department: Client Services
Employment Type: Regular Full-Time
Work Model: Hybrid
Language: This role operates in English
Job Grade: 3
Hiring Manager: Christina Chobot
Referral Award: No
Additional Information: This role is currently vacant.The Opportunity:We are a leading Canadian financial services co-operative committed to being a catalyst for a sustainable and resilient society and our team is essential to deliver on this strategy. Thatxe2x80x99s why we prioritize our people, to ensure we provide a strong culture and development opportunities which enables our team to thrive and to live our purpose. The best part is that you will work with people that care passionately about you, our clients, and our communities.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 New Business Service Representative is a key lead resource for the Individual Life New Business Client Service Centre and is responsible for the management and processing of new business inquiries, errors and escalations with Advisors, Vendors and internal staff. This Senior NBSR supports the Team Leaders as the subject matter expert for Individual CLIC Life and CUMIS Life and participates in organizational initiatives, projects, system upgrades and the resolution of escalations. This role also acts as point of contact for questions and escalations for Junior New Business Service Representatives, Advisors, and Vendors.How you will create impact:

• Provide support with process and phone coverage (advice, guidance, direction) to the Service Representatives handling day to day issues as they arise.
• Deliver training and auditing on products, systems, processes, service skill development etc to new and existing staff as required
• Review and verify work decisions from junior NBSRxe2x80x99s and make necessary updates and coaching reviews
• Back-up Team Leaders when required with monthly staff audits, and provide feedback on results; conducts phone and workflow audits to ensure the consistent application of procedures, high level of client service, and service standards are being met
• Coordinate and train other departments on new processes and procedures and correct complex errors on policies
• Identify opportunities for process improvement and make recommendations; review and implement with Team Leader and Manager
• Provide training and technical expertise on all systems used to process workflow and ongoing system upgrades
• Build and maintain relationships with staff, advisors and external clients through courteous and professional service
• Manage incoming phone call and email inquiries pertaining to CLIC and CUMIS pending and policy change Life policies, in a timely manner, and escalate questions and problems to the appropriate department as necessary

How you will succeed:

• 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.
• Youxe2x80x99re an effective team player who shares knowledge to support your peers.
• This role requires continuous intense visual or auditory concentration and operates as a call center

To join our team:

• 3 years of previous experience specific to the industry
• Expert knowledge of all New Business processes and procedures as well as Individual Life products, services, processes and systems
• Excellent organizational and interpersonal skills, including proven ability to work effectively with team members, other departments and clients

What you need to know:

• You will travel regularly.
• You will be subject to a Background check as a condition of employment, in the event you are the successful candidate.

Whatxe2x80x99s in it for you?

• Training and development opportunities to grow your career.
• 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.
• In addition to our competitive salary and incentive programs, eligible employees also benefit from a comprehensive total rewards package including group retirement savings plans, pension and benefits (e.g., health and wellness, dental, disability and life coverage), mental health support and an employee assistance program.

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