Bilingual New Business Service Representative

Co-operators is a leading Canadian financial services co-operative dedicated to fostering a sustainable and resilient society. The Bilingual New Business Service Representative serves as the first point of contact for Distribution Partners, managing inquiries related to Individual Life New Business and Policy Changes while ensuring a consistent client experience.

Responsibilities

• 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, 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

Skills

• Bilingualism in English and French is required
• 1 year of experience in a related role
• Strict confidentiality with respect to client's medical history, financial status and other personal information
• This role operates in a call centre environment where a high level of audio and visual concentration is required
• Knowledge of Individual Life products, processes and systems would be considered to be an asset
• LOMA 281 and 291 considered to be an asset

Benefits

• 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.
• 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.

Company Overview