New Business Service Representative - #380726

Close Date: May 3, 2024

Company: CLIC
Department: Client Services
Employment Type: Regular Full-Time
Work Model: Hybrid
Language: English is required, French is an asset.

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 anticipant 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 New Business Service Representative is the first point of contact with all Distribution Partners (Advisors, Brokers and MGAs), vendors and internal partners. The role builds and maintains strong relationships with all of our distribution partners including our internal and external clients. This position is the main conduit for the Advisor and Broker inquiries in regards to the processing of Individual Life New Business and Policy Changes, a major revenue producer for CLIC and CUMIS. This position provides a consistent client experience on each and every contact.

• Manage all incoming phone calls and email inquiries pertaining to CLIC and CUMIS New Business & Policy Changes, in a timely manner and escalate questions and problems to the appropriate departments as necessary.

• Proactively contact advisors and brokers with respect to underwriting on pending business cases in order to expedite the issuance of their business.

• Contact internal departments such as Underwriting, Policy Changes, Billing, Life Client Service Centre and other departments as required, to obtain information needed for application processing and/or responses to inquiries.

• Facilitating solutions and resolving any errors in application completion and escalate to the appropriate processing areas when required.

• During a service contact, determining if information received must be passed to an underwriter for review. Complete handling of documentation of the file prior to being passed to an underwriter or policy change representative.

• Confirming status of Personal History Questionnaire, Attending Physician Statements, Medical Information Bureau details, reinsures advice etc. by accessing the appropriate Websites.

• Following-up for post-issue requirements with the advisor and broker and discuss possible solutions, or determine when extensions to the dates can be made, keeping in mind the validity of Underwriting requirements and criteria.

• Responsible for completing client facing amendments to the utmost accuracy.
• If bilingual, support other internal departments as a French resource.
• Cross train as needed with the Client Service team and other client service departments to ensure all client service standards are consistently maintained.

• 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.

• You have 2-3 years of experience in a related role.

• Having knowledge of Individual Life products, processes and systems would considered to be an asset.

• LOMA 280 and 290 considered to be an asset.

• Strict confidentiality with respect to client’s medical history, financial status and other personal information.

• Having knowledge of Individual Life products, processes and systems would considered to be an asset.
• This role operates in a call centre environment where a high level of audio and visual concentration is required for extended periods of time.

• 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 physical and mental health programs and 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. A comprehensive total rewards package, including competitive salary, bonus, pension and benefits.