Inforce Policy Specialist

Position: Inforce Policy Specialist I
Period: 01/22/2024 to 07/29/2024 (With possible extension)
Work Location: Remote

Job Summary:
Reporting to the Supervisor/Manager in Policy Owner Services, or Manager in Affinity Markets, this position is primarily responsible for processing transactions that vary in level of complexity.

Key Accountabilities:

• Reviewing and/or processing incoming transactions in a timely and accurate manner.
• Providing strong customer service by means of email, phone and written letters to internal and external clients. Research, analyze and respond to requests received from internal and external customers. This involves determining the best course of action to address the issue and accurately processing any necessary transaction(s).
• Having extensive knowledge of Individual Insurance and/or Affinity Markets (includes products, systems and a basic understanding of all other areas of Policy Owner Services)
• Working with teams across locations to achieve dynamic volumes and service standards
• Contributing to enhanced departmental efficiency by identifying process improvements and enhancements.
• Demonstrating a positive approach to problem solving
• Work closely with other areas and locations of POS to ensure policies and procedures are being followed. Keep up to date with all changes in procedures and documentation.
• Participate in on-going training. Provide assistance on other functions handled within the Department. Be actively involved in the continuous improvement of all processes and procedures.
• Identify and contribute to process improvement initiatives in order to determine ways of processing more efficiently and effectively.

Job Requirements:

• College diploma or related business experience.
• Proficient knowledge of MS Office i.e. Word, Excel.
• Able to work independently, with a minimum of direct supervision.
• Demonstrated decision making skills.
• Self starter with great initiative and attention to detail.
• Strong interpersonal and communication (written & verbal) skills.
• Works well in a fast paced environment.
• Responds to challenges and opportunities in a positive and productive manner.
• Good mathematical aptitude.
• Good organizational skills with the ability to multitask.
• Strong customer service skills.
• System, product and procedural knowledge.
• Resilient and adaptable to change.
• Strong team player with the ability to collaborate between departments and other locations.
• Bilingual (French/English) a definite asset

Competencies:

• Consistently meet or exceed productivity, quality and service standard objectives.
• Manage workload within the environment of dynamic volumes and tight deadlines.
• Multi-task and prioritize to maintain workload and to address urgent/rush cases.
• Demonstrate flexibility and adaptability in a rapidly changing environment.
• Maintain effective, courteous, prompt and professional communication (written or phone) with internal, external clients, sponsors, agents and brokers.
• Demonstrate ownership and accountability of managing requests in a proactive rather than reactive manner.
• Assist junior team members with their learning and experience.

Key Problems/Challenges:

• Managing time effectively with a high volume of work in a fast-paced and rapidly changing environment.
• Maintaining broad knowledge of products and forms.
• Ability to deal with a wide range of client issues by means of diffusing challenging concerns and accepting responsibility on behalf of the company.
• Determining risk associated with missing requirements and responding appropriately.
• Maintaining customer service focus in high volume, productivity driven environment.

Scope (Dimensions & Organizational Impact):

• Ability to assess risk regarding escalated complaints, provide recommendations/options/rationale and grant exceptions with Supervisor approval.
• The handling of transactions could result in potential errors that could have a financial or reputational impact to comapny.
• The speed of processing directly impacts service standards.
• There is a need to work on multiple administration systems with various products and work types; all with varying complexity.

Job Types: Full-time, Permanent, Fixed term contract

Pay: $35.00-$38.00 per hour

Benefits:

• Paid time off

Schedule:

• Monday to Friday

Education:

• Bachelor's Degree (preferred)

Experience:

• MS Office i.e. Word, Excel: 1 year (preferred)
• French: 1 year (preferred)
• customer service skills: 1 year (preferred)
• mathematical aptitude: 1 year (preferred)
• processing transactions: 1 year (preferred)

Work Location: In person