Capgemini - Operations, Senior Associate
Job Title: Operations – Senior Associate, Bilingual
Department: Shared Services
Reports To: Assistant Manager
Job Location: 120 Eileen Stubbs Avenue, Dartmouth, Nova Scotia
Job Type: Full time, Permanent
To provide a high level of accurate administration and customer service in the New Business, Proprietary/Non-Proprietary Functions. Committed to embrace customer service values and goals, deepen client relationships, become innovative, and be accountable for performance metrics. Demonstrate collaborative relationships with all clients and service partners, and a great level of skill and knowledge in the job.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Responsible for the timely and accurate completion of all work related to Account Management for Advisors within Life Insurance
Provide Superior Customer Service to our Advisors
Act on Advisor requests for profile changes, along with urgent and complex cases, taking appropriate action in accordance to the request and contractual agreement to assure Advisor satisfaction.
Strong Analytical Skills
Adherence to standard operating processes and procedures and quality guidelines
Follows through on all outstanding items in a timely basis as per service level agreements. Commitment to take ownership and to resolve advisor issues and concerns to the satisfaction of the client and business unit.
Resolves escalated/complex policyholder and/or broker issues
Adaptable to changes in processes and procedures
Focuses on team goals and personal development items
Willing to learn new tasks and systems as required
Supports the mentoring, coaching, training and developing of junior/new staff in their goals to achieve performance expectations
Operate within company and legal regulations regarding PIPEDA, fraud, confidentiality, and private health information.
Work schedule is based on business requirements
EDUCATION and/or EXPERIENCE
Post-Secondary College / University Degree or equivalent
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 and French is required.