Customer Service Manager and Policy Administrator

2 weeks ago

Aurora, Canada Canada Policy Experts Full time

Canada Policy Experts (CPE) is modernizing the way life insurance is sold in Canada. We help our customers get coverage from the comfort of their homes. We have thousands of customers across Canada. To meet the growing demand, we're looking for a Customer Service Manager to work remotely

If you're looking to build a career in the life insurance industry, look no further. CPE agents are exponentially more productive than the industry average. We offer a comprehensive training program designed to assist new agents in becoming professional producers. We have a proven system with a track record of success that does. No cold calling or prospecting on your own

**Working Arrangement**

Hybrid

**The Opportunity**

Are you passionate about working with customers, building relationships, and being part of a growing business? Then we would love to have you join and build our Customer Service Team as a **Customer Service Manager**

With our clients as the main priority, this role will focus on the retention and management of our existing book of business. There is a huge focus on each interaction with our clients, including an expectation to provide a high level of service while being able to maintain and keep life insurance policies on our books. You will be responsible for arranging payments and providing service on life insurance policies. This will also include creating a roadmap for future CSR agents and building department resources, policies and procedures.

This is a **Hybrid **opportunity with a requirement to be in a home office with a wired ethernet connection to the internet. This area needs to be private to ensure privacy of our client data.

**Responsibilities**
- Calling out to existing clients and speaking to 20 - 30 clients per day to help clients manage payments for insurance policies.
- Assist customers with the completion of appropriate forms and other policy requirements.
- Take a proactive role in maintaining company data and updating conservation reporting and KPIs.
- Responsible for assisting life insurance advisors with obtaining new payment instructions on existing life insurance policies..
- Keep current with company policies, procedures, and processes.
- Meet expectations relative to productivity, accuracy, and service excellence.
- Process policy changes on behalf of clients if/when required.
- Recommend client centred payment arrangements to keep policies in force and initiate these actions within exceptions and guidelines.
- Identify opportunities and make recommendations to improve operational processes and practices.
- Upsell and re-issue policies
- Answer questions on existing life insurance policies
- Update KPIs and issue reports to upper management
- Building policies and procedures
- Oversight of future Licensed Conservation Specialists
- Report directly to upper management and the executive team

**What motivates you?**
- You are obsessed with customer service and truly enjoy helping clients.
- You think about client impact, and ensuring accuracy to avoid any headaches for clients.
- You are a self starter and are able to work with limited supervision, if required.
- You take ownership and accountability, focusing on solving problems for clients.
- You do what is right and work with integrity.
- You act with professionalism, helping us build a diverse and inclusive work environment for everyone.

**What We Are Looking For**
- Bilingual proficiency in both **English **and **French **languages is **preferred but not required **(verbal & written).
- Background in customer service or administration (1-3 years is ideal).
- Ability to deal with Irate or Upset clients when required
- The ability to manage your time efficiently and handle multiple cases/tasks at the same time.
- Ability to deal with rapid changes to policies and procedures.
- Ability to build positive relationships between clients and the company.
- Assuming responsibility and taking ownership until resolution.
- Knowledge of life insurance administrative policies, procedures, and concepts.

**What can we offer you?**
- A competitive salary and benefits package.
- A growth trajectory that extends upward and outward, allowing you to obtain future progression with performance.
- A safe work environment.
- Fair and Customizable shifts with 2 weeks of paid vacation per year.
- Professional development and leadership opportunities.

**About Teix Financial (Canada Policy Experts)**

Some of the carriers that we deal with are Canada Protection Plan, Foresters, Industrial Alliance, Humania Assurance and many more
- We have a state-of-the-art marketing system and life insurance advisor training program, designed to have life insurance advisors sell policies non face to face to people who are actively looking for coverage._
- We have been open since August of 2019 and have grown rapidly since._

**Salary & Benefits**

40,000 - 55,000 CAD/Year + Bonuses.

Benefits package after 3 months probationary period

**This includes co

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