Client Service Specialist, Individual Customer

**Job Description**:
**We are Canada Life**

Being a part of Canada Life means you have a voice. This is a place where your unique background, perspectives and talents are valued, and shape our future success.

You can be your best here. You’re part of a diverse and inclusive workplace where your career and well-being are championed. You’ll have the opportunity to excel in your way, finding new and better ways to deliver exceptional customer and advisor experiences.

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Together, as part of a great team, you’ll deliver on our shared purpose to improve the well-being of Canadians. It’s our driving force. Become part of a strong and successful company that’s trusted by millions of Canadians to do the right thing.

Be your best at Canada Life.

We are looking for a
**_Client Service Specialist_**

**Do you strive to produce positive results and outcomes that elevate capabilities and promote departmental and organizational growth? Do you thrive in a changing environment? If you answered YES to these questions and are self-motivated, innovative, customer-focused, and can build strong relationships, the Client Service specialist role may be of interest to you.**

Individual Customer, Life Client Service is looking for a Client Service Specialist to join our team. The Client Service specialist reports to an Associate Manager, Life Client Service. The team is committed to providing superior, timely, accurate and cost-effective support for all life insurance products. This is a consultative and collaborative role, working with project managers, business process consultants, stake holders and interfacing teams involved in managing and administering inforce life insurance for Canada Life, as we strive to provide quality client service to policyowners, financial advisors, field management and internal and external business partners.

**Accountabilities**:
The Client Service Specialist role is comprised of many components:
**Technical support and leadership**
- Provide technical support to Client Service and Policy Change staff, internal business partners and our distribution partners; work with leadership team and the training and development specialists to ensure staff are fully trained to support inquiries and process for inforce life insurance products
- Provide technical contractual information and direction about inforce policies to internal business partners and distribution partners by interpreting contractual provisions, existing guidelines and system processes
- Support and review requirements and changes to forms (revisions, draft copies for approvals)
- Participate in the creation, support and delivery/training of process related content; defining/developing/implementing process changes, procedures, training material, etc
- Preparation and participation in internal and external audits
- Work with Individual Customer business partners (i.e. Wealth Mgmt, New Business, Claims) to streamline interdepartmental processes

**Complex or complaint casework**
- Advanced problem solving of complex and complaint casework - working in conjunction with Legal, Market Conduct, Marketing, Compliance, Pricing, Risk and Controls and senior management as required
- Negotiate and authorize exceptions to contractual obligations or standard guidelines/procedures
- Taxation functions - calculations, adjustments, year-end tax, etc

**Project management**
- Provide support to all individual insurance products and it’s interfaces (i.e. New products, conversions, tax changes, system enhancements/maintenance, training)

**Communication and documentation**
- Conduct ongoing analysis of department procedures and help prepare business cases to support recommendations, as required.
- Support Ops by reviewing internal communications

**Technical and training competencies**
- Strong knowledge of and experience working with most individual insurance products and systems (participating, no
- participating and universal life)
- Strong tax knowledge as it applies to our individual insurance products
- Strong knowledge of all basic processes
- Interpersonal skills
- hands-on training to employees in the workplace

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**Training competencies**
- Strong knowledge of and experience working with most individual insurance products and systems (participating, no
- participating and universal life)
- Strong tax knowledge as it applies to our individual insurance products
- Strong knowledge of all basic processes

**Qualifications and Competencies**
- Strong customer service skills with a positive, enthusiastic attitude
- Intermediate to advanced knowledge of mainframe systems and insurance products - primarily FM and Ingenium; however, Pallm and IB15, would all be considered an asset
- as well as On Base and Microsoft Office tools.
- Demonstrated strong analytical and problem-solving skills
- Highly attentive to detail
- Highly organized, with a demonstrated proficiency in handling multiple and sometimes competing priorities, defining rea