Customer Service Administration Representative, Individual Life

Company: CLIC

Department: Client Services

Employment Type: Regular Full Time

Work Model: Hybrid

Language: English is required, French is an asset.

The Opportunity:

We are a leading Canadian financial services co-operative committed to being a catalyst for a sustainable and resilient society and our team is essential to deliver on this strategy. That’s why we prioritize our people, to ensure we provide a strong culture and development opportunities which enables our team to thrive and to live our purpose. The best part is that you will work with people that care passionately about you, our clients, and our communities.

Our Client Services team aspires to create a seamless and personalized client experience. Our professional, agile and knowledgeable team works collaboratively to understand and anticipate the needs of our clients, helping our organization to grow. We foster open communication and think innovatively to find mutually beneficial solutions for our clients.

The Individual Life Customer Service Administration Representative is the main point of contact for advisor and client inquiries which is critical to maintaining and conserving existing business. This role builds trust and reputation through strong relationships with various internal departments, advisors, and external clients through daily interactions while providing a consistent and seamless client experience.

How you will create impact:

• Provide judgement, education support, bilingual service and advice to advisors, internal departments, all Individual Life departments, billing, wealth management and new business clients for submitting forms, product knowledge, and determining the next steps that are in the best interest of the client.
• Application of knowledge used in the role to provide superior client service, process contractual and non-contractual changes, investigate requests and the underwriting requirements for purchasing additional insurance through dividends and paid up additions.
• Facilitate solutions and resolve any errors regarding Individual Life policies, and process policy loans, dividend withdrawals and surrenders on all Individual Life products.
• Correspond with advisors and clients on a variety of tax related transactions (taxable gains, withholding tax, dividend and loan taxation) and advice on overall taxable implications for various Individual Life products.
• Process policy change lists, over loaned, unclaimed property and outstanding disbursement reports, complete appropriate coding for reports and send applicable correspondence.
• Provide agents with quotes, duplicate contracts, policy amendments and memorandums for all after issues changes, educate agents on over loaned policies and communicate with advisors and clients on the terms of payment and policy conservation options.
• Ensure Policy Contracts, procedures, CRA, CHLIA, Federal and Provincial Insurance Acts and guidelines are adhered to.
• Provide guidance and judgement with surrenders and withdrawals for all Individual Life Products and provide the best options for the clients to reduce tax implications. Authorization limit up to $150,000.00 with management approval and $25,000.00 on manual cheques.

How you will succeed:

• You influence change and are committed to continuous improvement, in order to exceed client expectations.
• You leverage critical thinking skills to identify problems and proactively propose solutions.
• Your strong communication skills allow you to clearly convey messages.
• You’re an effective team player who shares knowledge to support your peers.

To join our team:

• 2 years of previous experience specific to the industry.
• Knowledge of all Individual Life products, services, processes and systems is an asset.
• Working towards ACS or LOMA (FLMI) designation is an asset.

What's in it for you?

• Training and development opportunities to grow your career.
• Flexible work options and paid time off to support your personal and family needs.
• A holistic approach to your well-being, with a supportive workplace culture.
• Paid volunteer days to give back to your community. In addition to our competitive salary and incentive programs, eligible employees also benefit from a comprehensive total rewards package including group retirement savings plans, pension and benefits (e.g., health and wellness, dental, disability and life coverage), mental health support and an employee assistance program.