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Job Overview
Under general oversight, this position plays a crucial role in Wawanesa's achievements by delivering an exceptional customer experience to clients and brokers, addressing their inquiries regarding their policies to enhance client loyalty. This role is accountable for managing and resolving client issues with empathy and understanding while providing administrative assistance, including processing various modifications to active client policies.
Key Responsibilities
Serves as the primary contact for Life Services operations Engage in Call Centre activities for incoming client and agent communications Monitor and address customer service inquiries within established company service standards Draft correspondence and documents for diverse audiences, including clients, agents, and external stakeholders Coordinate and execute ongoing policy modifications for active policyholders Maintain detailed records of all customer interactions, documenting inquiries, complaints, and the actions taken Assist in organizing and filing various departmental documents and records Investigate and report on system-related service challenges Perform additional duties as requiredQualifications
A minimum of two (2) years' experience in an administrative or customer service role within an office setting is essential. Willingness to enroll in, actively pursue, or complete the ACS and/or ALMI designation is advantageous. Proficient computer skills and familiarity with the Microsoft Office suite are mandatory. Ability to read and write in French is a plus. Proven commitment to maintaining strict confidentiality and privacy of information policies Strong communication skills, both written and verbal, with the ability to engage appropriately with various audiences, including telephone interactions. Creative and effective problem-solving abilities to understand customer needs and resolve their issues, with the capacity to conduct thorough analyses of information from multiple sources and implement optimal solutions Excellent attention to detail with the capability to review information meticulously and comprehensively. Comfortable working in high-pressure environments and managing stressful situations professionally Strong time management and organizational skills with the ability to prioritize tasks and meet deadlines while remaining adaptable during periods of pressure and change Ability to foster a positive work environment in a deadline-driven setting Wawanesa is proud to be recognized as one of the top employers in Canada, highlighting an exceptional workplace culture.Diversity, Equity, Inclusion & Belonging
Wawanesa is an equal opportunity employer committed to cultivating a diverse workforce that is equitable and inclusive for all. Wawanesa provides equal employment opportunities to all employees and applicants without regard to an individual's protected status: race/ethnicity, color, religion, creed, sex or gender, sexual orientation, gender identity or expression, family or marital status, pregnancy/childbirth or related conditions, national origin, disability, military or veteran status, or any other protected status. Accommodations related to disability or medical conditions are available upon request throughout all stages of the recruitment and selection process.
