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 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. The training will be done in three phases and on the job performing the processes which defines this position after each phase of training: Customer support and productivity to support customer and Quality Auditing and New Business functions.

Job duties and responsibilities include

Support Operations back-office activities. Analyze and Respond to PH for Life, Accident and Health products, make online single day record adjustments (name, address, beneficiary).  Process daily mail, create & mail samples and duplicates, process links/delinks, track and input daily production into I360 system,  Participate in monthly QWG meetings and other assigned duties Support FNA Audits  Process changes for Preferred Billing dates, payment history, Pac mode, along with any status changes, issue date, premium, form number, language and non-smoker change.  Complete a daily production sheet and photocopy for duplicate copies.  Request copies from Ricoh for Life, Accident and health applications, process links/delinks and generate receipts for payments and income tax purposes. Responsible for inspecting sales, FNA and customer files Ensuring high standards are meet and monitor’s company’s quality Develop parameters for FNA audits and procedures and train  Develop and implement quality control audit plans Keep abreast of industry standards and regulations

 

Job Requirements

 

Must possess at least 2-5 years’ work-related experience. Bilingual – in English and French (written and verbal) mandatory

Knowledge, Skills, and Abilities

 

Working knowledge of Microsoft Office Products Excel Word Advanced use of Outlook, Macros. Working knowledge of general office practices. Knowledge of appropriate grammar, punctuation, spelling, etc. used in business correspondence both orally and written French and English. Ability to learn and use insurance industry and company terminology. Ability to effectively communicate and maintain positive business relationships with company personnel, outside resources, and customers and agents. Ability to remain calm and professional and organized. Ability to maintain confidentiality. Ability to organize and multitask. Ability to work well with people in a team environment. Ability to work from oral or written communication with exceptional skills Ability to operate all office equipment. Ability to assist in other work-related areas as required Self-motivated, meticulous attention to detail, strong passion for auditing Needed strong analytical skills Professional skepticism, objectivity, good judgement important traits Documentation Accuracy, technical, quality planning, quality control, and quality improvement experience   Follow up techniques and corrective/preventive skills