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Client Service Development Specialist
3 months ago
Company: Co-operators
Department: Billing & Payment Services
Employment Type: Regular Full-Time
Work Model: Hybrid
Language Requirements: Proficiency in English is mandatory; French is advantageous.
Additional Information: There are 2 positions available.
Opportunity Overview:
As a prominent Canadian financial services co-operative, we are dedicated to fostering a sustainable and resilient society. Our team plays a crucial role in realizing this vision, which is why we prioritize our workforce by cultivating a robust culture and providing ample development opportunities. You will collaborate with individuals who are genuinely passionate about our clients and communities.
The Billing & Payment Services team is committed to delivering a seamless and tailored client experience. Our skilled, agile, and knowledgeable professionals work together to anticipate and understand client needs, thereby facilitating organizational growth. We encourage open dialogue and innovative thinking to develop mutually beneficial solutions for our clients.
Key Responsibilities:
- Coach, train, and mentor staff members, both on-site and remotely, on procedures, systems, workflows, and products as necessary.
- Evaluate training requirements and create tailored training plans for departments and individuals.
- Provide leadership and guidance to the Billing & Payment Services team, supporting and mentoring staff in their roles. Assist supervisors with human resource and performance management tasks.
- Identify and escalate the effects of new programs or system enhancements on existing procedures and workflows. Implement and communicate changes to staff that affect their daily responsibilities. Collaborate nationally, utilizing change management strategies.
- Conduct assessments to evaluate the quality and accuracy of team performance and individual contributions. Identify trends and compliance issues, providing recommendations as needed.
- Engage in projects and committees as subject matter experts, representing Billing & Payment Services to ensure business needs are met in workflow development.
- Analyze and interpret workflow or system-related challenges, collaborating with business partners to devise solutions.
- Distribute and oversee work to help achieve service standards, recommending improvements for efficiency within teams.
Qualifications for Success:
- You are a change agent committed to continuous improvement, aiming to exceed client expectations.
- Your critical thinking abilities enable you to identify challenges and proactively suggest solutions.
- Strong communication skills allow you to convey messages clearly and effectively.
- You are a collaborative team player who shares knowledge to support colleagues.
Requirements:
- Post-secondary education.
- Two (2) years of relevant work experience.
- Progress towards Chartered Insurance Professional (CIP) designation is a plus.
- Proven experience in coaching and leading teams with an emphasis on collaboration and professionalism.
Additional Information:
- Occasional travel may be required.
- Extended work hours, including weekends, may be necessary during peak times.
- Maintaining strict confidentiality regarding employee personal information and other sensitive materials is essential.
Benefits:
- Opportunities for training and professional development to advance your career.
- Flexible work arrangements and paid time off to accommodate personal and family needs.
- A comprehensive approach to well-being, including physical and mental health programs and a supportive workplace culture.
- Paid volunteer days to contribute to your community.
- In addition to a competitive salary and incentive programs, eligible employees enjoy a comprehensive total rewards package, including group retirement savings plans, pension and benefits (health and wellness, dental, disability, and life coverage), mental health support, and an employee assistance program.
