Member & Broker Experience Coach (1 Year Contract)

3 days ago

Montréal, Canada Wawanesa Insurance Full time

**Date**:Feb 23, 2024

**Location**: Montreal, QC (Hybrid), CA

**Company**:Wawanesa Insurance

**Job ID**: 7666

**At Wawanesa, we’re proud to offer a hybrid work environment that offers flexibility to our employees in balancing in-office (2 days per week OR 15 hours per week in a Wawanesa office) and remote work. You may work from any of the following locations: Montreal, QC.**

We are currently looking for dedicated, driven, and enthusiastic individuals who thrive in an environment that welcomes change and are looking for an opportunity for diverse experience and advancement on a growing team.

**Job Overview**:
Working under mínimal supervision, the Member/Broker Experience Coach contributes to Wawanesa’s goal of delivering an exceptional service experience to members and our broker partners. The M/BX coach supports claims staff and leaders to deliver caring, consistent, and reliable service to members that drives trust and loyalty. The M/BX Coach reports directly to the Regional Vice President, while maintaining a dotted line reporting relationship to the executive Member Experience team.

**Responsibilities**:

- Coaching & Mentoring:

- Perform live or recorded call listening, coaching team members on what went well and opportunities for improvement
- Help team members prepare for and debrief after challenging conversations or conflict
- Develop and maintain understanding of member and broker journeys, known pain points and moments of truth, and ground coaching of team members in this understanding.
- Training & Education:

- Provide M/BX and service excellence orientation and training for new hires within personal lines.
- Provide ongoing service excellence skills training in partnership with executive MX & Claims team within personal lines.
- Continuously monitor and analyze feedback from Members and Brokers and share insights with the leaders and teams.
- Review FNOL and EOC survey results and comments within Customer Pulse platform.
- Culture & Mindset:

- Work with team leaders to build and nurture member centricity mindset and service excellence skills
- Cultivate member centric culture, promoting exceptional service with empathy
- Linkage to Executive Member Experience team:

- Maintain relationships with Executive office to ensure current understanding of priorities and issues
- Perform other duties as assigned.

**Qualifications**:

- Minimum of seven years Property and Casualty industry experience, including direct customer and/or broker service delivery
- Good communication skills in French and English, both written and spoken
- Completed CIP or equivalent Property and Casualty industry designation
- College/University degree preferred
- Superior coaching skills, with an approachable manner and a sincere desire to foster others’ success. Collaborative, creative, innovative, inspiring, and supportive.
- Superior customer experience skills.
- Demonstrated ability to put themselves in the customers’ shoes, in all situations
- Excellent verbal and written communication, facilitation and presentation skills, with the ability to communicate at the right level for the audience and present information or arguments in a convincing manner
- Knowledge of Microsoft Office Suite

LI-Hybrid

**Wawanesa is proud to be one of **Manitoba's Top Employers** for 2023 recognizing that we are an exceptional place to work**

Wawanesa provides its employees with a **respectful**, **challenging **and **rewarding **environment where they can maximize their potential while contributing to the company’s goals. Our full-time permanent employees are provided with **highly competitive compensation packages **(salaries, generous vacation allowance, leave top up, annual bonus plan, premium free benefits and a pension plan). Wawanesa provides a **stable environment **for its employees in today’s challenging markets.

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