Client Services - Senior Associate
Job Description
Job Title: Client Services – Senior Associate
Department: High Net Worth
Reports To: Assistant Manager
Job Location: 120 Eileen Stubbs Avenue, Dartmouth, Nova Scotia
Job Type: Full time, Permanent
SUMMARY
This job requires an advanced level of business knowledge and understanding of the Canadian life insurance industry. The position requires ongoing review and management of change request related to an individual’s life insurance policy.
ESSENTIAL DUTIES AND RESPONSIBILITIES
3+ years of experience preferred in management of Universal Life Policies
Ability to understand Canadian insurance industry and different products offered by the client
Understanding of how a change request effect different values in an insurance policy and making appropriate change/s in the system based on the request
Ability to understand and follow complex standard operating procedure
Ability to work on multiple systems simultaneously
The ability and integrity to work with sensitive and confidential issues
Ability to fully understand the details of the request and work with different teams to gather values to be fed into the system and provide right output to the client
Excellent time management to deal with constant demands, deadlines and interruptions
Ability to maintain specified level of productivity and quality threshold
Might act as an SME for the team as and when required
Suggest process improvements
Proactively escalate any issues found in the process impacting client and providing support to resolve the same in time
Work on reports as and when required
Might act as a backup for team lead
Possess sound knowledge of the process and demonstrate the same
QUALIFICATIONS
To perform this job successfully, the individual must be able to perform each essential duty effectively. The individual must possess;
Proficient in Microsoft Office tools – Word, Excel, Access, PowerPoint, SharePoint
Excellent interpersonal abilities are required to enable effective interaction and communication in both oral and written format with employees, policyholders, employers and other insurance/medical/legal professionals
Excellent working knowledge of various systems with the ability and willingness to learn multiple systems (CAPSIL, Ingenium, LifeSuite, Fineos, etc.)
Strong learner with strong analytical and decision making skills
Ability to multi task and balance multiple goals and priorities
Demonstrated ability to effectively deal with customers in a manner that is professional with a high degree of customer service
Ability to effectively manage change
Excellent facilitation skills
Proven skills in conflict resolution
Organizational skills
Strong interpersonal skills (self-awareness/positive attitude)
Demonstrated ability to work well in a team environment
Strong mathematical skills
Strong negotiation skills
EDUCATION and/or EXPERIENCE
Post-Secondary College / University Degree or equivalent
3+ years of experience in Canadian Life Insurance policy operations
Project and/or process improvement work experience
LANGUAGE SKILLS
Ability to
Present and facilitate training content to ensure understanding by varied audience
Read and interpret documents such as policies and operating and procedural manuals.
Write/amend routine correspondence to the insured providing policy details
Speak effectively and professionally to clients, external stakeholders and employees of the organization.
Fluency in spoken and written English required; fluency in French a definite asset.
COMPETENCIES
Critical thinking, customer service skills, presentation/facilitation skills, time management, decision-making, interpersonal skills and adaptability/flexibility.
MATHEMATICAL SKILLS
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to calculate figures and amounts such as discounts, interest, commissions, proportions, percentages and volumes.
REASONING ABILITY
Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions.
Ability to deal with problems involving a few concrete variables in standardized situations.
CERTIFICATES, LICENSES, REGISTRATIONS
ICA, LOMA, and/or ACS strongly desired.
Working toward an industry designation (CLU, FLMI).
