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Form of workJob ID: 7666
Working Business Language: English OR French OR Bilingual in French and English. This role requires regular interaction with internal and external stakeholders across Canada. As such, the successful candidate must be excellent in French and proficient English.
At Wawanesa, we're proud to offer a hybrid work environment that offers flexibility to our employees in balancing in-office (2 days per week OR 15 hours per week in a Wawanesa office) and remote work. You may work from any of the following locations: Montreal, QC.
The Wawanesa Mutual Insurance Company, founded in 1896, is one of Canada's largest mutual insurers, with over $4 billion in annual revenue and assets of $12 billion. Wawanesa Mutual, with executive offices in Winnipeg, is the parent company of Wawanesa General, which offers property and casualty insurance in California and Oregon; Wawanesa Life, which provides life insurance products and services throughout Canada; and Western Financial Group, which distributes personal and business insurance across Canada. Wawanesa proudly serves more than two million members in Canada and the United States. Wawanesa actively gives back to organizations that strengthen communities where it operates, donating well above internationally recognized benchmarks for excellence in corporate philanthropy. Learn more at wawanesa.com.
We are currently looking for dedicated, driven, and enthusiastic individuals who thrive in an environment that welcomes change and are looking for an opportunity for diverse experience and advancement on a growing team.
Job Overview
Working under minimal supervision, the Member/Broker Experience Coach contributes to Wawanesa's goal of delivering an exceptional service experience to members and our broker partners. The M/BX coach supports claims staff and leaders to deliver caring, consistent, and reliable service to members that drives trust and loyalty. The M/BX Coach reports directly to the Regional Vice President, while maintaining a dotted line reporting relationship to the executive Member Experience team.
Job Responsibilities
- Coaching & Mentoring:
- Perform live or recorded call listening, coaching team members on what went well and opportunities for improvement
- Coach and mentor team members on delivering excellent service, via telephone, email, mail and in person, including complaint handling, service recovery and closure regarding personal lines insurance.
- Help team members prepare for and debrief after challenging conversations or conflict
- Develop and maintain understanding of member and broker journeys, known pain points and moments of truth, and ground coaching of team members in this understanding.
- Training & Education:
- Provide M/BX and service excellence orientation and training for new hires within personal lines.
- Provide ongoing service excellence skills training in partnership with executive MX & Claims team within personal lines.
- Continuously monitor and analyze feedback from Members and Brokers and share insights with the leaders and teams.
- Review FNOL and EOC survey results and comments within Customer Pulse platform.
- Culture & Mindset:
- Work with team leaders to build and nurture member centricity mindset and service excellence skills
- Cultivate member centric culture, promoting exceptional service with empathy
- Linkage to Executive Member Experience team:
- Liaise with Customer Care (Talk To Us@Wawanesa.com) team around opportunities for service recovery/resolution with flair, WeCare.
- Participate as an active member in the executive MX team, in projects as a subject matter expert (SME) as needed
- Maintain relationships with Executive office to ensure current understanding of priorities and issues
- Perform other duties as assigned.
Qualifications
- Minimum of seven years Property and Casualty industry experience, including direct customer and/or broker service delivery
- Good communication skills in French and English, both written and spoken
- Completed CIP or equivalent Property and Casualty industry designation
- College/University degree preferred
- Superior coaching skills, with an approachable manner and a sincere desire to foster others' success. Collaborative, creative, innovative, inspiring, and supportive.
- Superior customer experience skills.
- Demonstrated ability to put themselves in the customers' shoes, in all situations
- Excellent verbal and written communication, facilitation and presentation skills, with the ability to communicate at the right level for the audience and present information or arguments in a convincing manner
- Knowledge of Microsoft Office Suite
#LI-Hybrid
Wawanesa is proud to be one of Manitoba's Top Employers for 2023 recognizing that we are an exceptional place to work!
Wawanesa provides its employees with a respectful, challenging and rewarding environment where they can maximize their potential while contributing to the company's goals. Our full-time permanent employees are provided with highly competitive compensation packages (salaries, generous vacation allowance, leave top up, annual bonus plan, premium free benefits and a pension plan). Wawanesa provides a stable environment for its employees in today's challenging markets.
Wawanesa is an equal opportunity employer and is committed to fostering a diverse workforce that is equitable and inclusive for all. Wawanesa provides equal employment opportunity to all employees and applicants without regard to an individual's protected status: race/ethnicity, colour, religion, creed, sex or gender, sexual orientation, gender identity or expression, family or marital status, pregnancy/childbirth or related conditions, national origin, disability, military or veteran status, or any other protected status. Accommodations are available upon request throughout all aspects of the selection process. Candidates requiring accommodations may contact, in confidence, jobs@wawanesa.com.
If you are interested in this exciting, challenging position with Wawanesa, apply today with your Resume.
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