What is the opportunity?

The Customer Care Officer will respond with professional and accurate service for all client concerns and escalations within the Insurance Advice Centre. You will be responsible for providing effective problem resolution and delivering a superior client experience by demonstrating effective root cause analysis for Home & Auto.

You will strive to constantly improve functions taking a client focused approach to effectively process client requests and provide advice and service solutions where appropriate.

In addition, you will ensure due diligence of procedures, process, regulatory compliance and assessment of risk within set authority limit.

What will you do?

• Provide a superior client experience, listening and connecting with clients, act as a “trusted advisor” in client conversations using effective client discovery to identify client need, provide relevant insurance advice and solutions based on client need.
• Handle complex escalations for supported business areas and provides in the moment coaching to mitigate future problems and build employee capabilities.
• Identify root causes and actions to prevent similar issues from occurring recommendation of action plans or appropriate solutions to resolve the problem as 20-30% of the role will involve coaching managers to problem resolution principles for future handling of similar complaints at the first point of contact
• Partner with leaders to build leader, team and employee capabilities for problem resolution, product and underwriting knowledge
• Creates customized skill builds on complaint handling to address top issues and learning gaps for supported business areas
• Shares insights and trends observed in business level and channel level top irritant analysis sessions
• Leverage tools and resources to support advice driven discussions, maintains data integrity, documenting all relevant client services contacts and results and prepare and submit final decision letters to client as appropriate
• Contribute to the achievement of the centre’s overall client survey results focusing on call quality to differentiate the client experience where it matters most to the client

What do you need to succeed?

Must-have

• Proven experience in Home & Auto Insurance (minimum 2 years preferred)
• All Candidates - OTL license for Ontario is required, along with the ability to obtain provincial licenses in Eastern provinces.
• Proven communication and problem resolution competencies
• Flexibility to work Monday – Friday between 8:00AM - 8:00PM

Nice-to-have

• Fluently bilingual (French & English)
• Life, travel, and/or Call Centre experience
• Personal lines Damage Insurance Agent's license for Quebec
• CIP Designation

What’s in it for you?

We thrive on the challenge to be our best, progressive thinking to keep growing, and working together to deliver trusted advice to help our clients thrive and communities prosper. We care about each other, reaching our potential, making a difference to our communities, and achieving success that is mutual.

• A comprehensive Total Rewards Program including bonuses and flexible benefits, competitive compensation, commissions, and stock where applicable
• Work in a dynamic, collaborative, progressive, and high-performing team
• Management that supports your work and progression
• Access to a variety of job opportunities across businesses and geographies