Assoc Client Relations Specialist

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Company: CGIC
Department: Retail Sales
Employment Type: Temporary Full-Time (12 months)
Work Model: Hybrid (2 days in office)
Language: English is required, French is an asset.
Additional Information: This/these role(s) is/are currently vacant

The Opportunity:

We are a leading Canadian financial services co-operative committed to being a catalyst for a sustainable and resilient society and our team is essential to deliver on this strategy. That’s why we prioritize our people, to ensure we provide a strong culture and development opportunities which enables our team to thrive and to live our purpose. The best part is that you will work with people that care passionately about you, our clients and our communities.

As the Associate Client Relations Specialist you will be responsible for managing escalated client complaints and general inquiries from our retail sales channels, including advisor offices and the CCC. You will be an integral partner in elevating the client experience and will be accountable to assist our advisor network and the CCC with various programs and tasks.

How you will create impact:

• Supporting advisors and the CCC with the level II complaint resolution process to minimize the frequency of complaint escalation.

• Investigating solutions to resolve client concerns, responding to escalated complaints within established service standards and assist Office of Fair Client Practices in preparing position letters to outline next steps.

• Acting as a complaints subject matter expert and providing direction to clients and business partners on complaint resolution protocols.

• Tracking all complaints, resolutions and client issues in the system, analyzing data to identify trends, and providing recommendations to mitigate points of pain.

• Building and maintaining positive working relationships with key internal and external business partners and contributing to the effective and efficient delivery of the client experience.

To join our team:

• You have three years of field experience managing complex customer service issues, including contentious claims, rate increases, service concerns and non-renewals.

• You have a General Insurance License and a post-secondary diploma in a related field.

• You must obtain national licensing in each province within three months of hire.

• You have proficiency using Salesforce, Genesys, PolicyCenter, and BillingCentre and solid product knowledge of Auto, Home, Commercial and Farm insurance, including Personal Liability and Property and Casualty products.

• You have a strong understanding of policy wordings, endorsements and reference materials and working knowledge of relevant provincial legislation and insurance acts.

• Having the Chartered Insurance Professional (CIP) designation is an asset.

How you will succeed:

• You influence change and are committed to continuous improvement, in order to exceed client expectations.
• You leverage critical thinking skills to identify problems and proactively propose solutions.
• Your strong communication skills allow you to clearly convey messages.
• You’re an effective team player who shares knowledge to support our peers.

What you need to know:

• You will be subject to a Background check as a condition of employment, in the event you are the successful candidate.

What’s in it for you?

• Training and development opportunities to grow your career.
• Flexible work options to support personal and family needs.
• A holistic approach to your well-being, with physical and mental health programs and a supportive workplace culture.
• Volunteer opportunities to give back to your community.

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Expected salary range $50,280.00 - $83,800.00.

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The salary amount for the successful candidate is determined by Co-operators in its discretion and will vary depending on several criteria including but not limited to: local market conditions, geography and relevant job-related factors such as knowledge, skills, qualification, experience and education.​

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​Employees may also have the opportunity to participate in incentive programs and earn additional compensation tied to individual and/or business performance, or other business metrics.