Lead Client Service Representative, Universal Life

Company: CLIC
Department: Client Services
Employment Type: Regular Full-Time 
Work Model: Hybrid 
Language: English is required, French is an asset
Additional Information: This/these role(s) is/are currently vacant

We are a leading Canadian financial services cooperative 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.

Our Client Services team aspires to create a seamless and personalized client experience. Our professional, agile and knowledgeable team works collaboratively to understand and anticipant the needs of our clients, helping our organization to grow. We foster open communication and think innovatively to find mutually beneficial solutions for our clients.

The Lead Client Service Rep, Universal Life provides efficient, accurate and expert service to customers and internal business partners relating to Universal Life Insurance Products and illustrations. The role focuses on client experience and best practices, while remaining conscious of compliance, legislative or regulatory guidelines and contractual agreements.

• Provide in force illustrations to our Financial Advisors to reflect how the policy may perform long term and/or how policy changes may affect the performance of the policy. Bring to their attention uncommon illustration results.
• Explain the various contractual policy features to both internal and external clients, either verbally or in written format. As well as business rules, compliance rules and a high level of Canada Revenue Agency regulations with respect to maintaining tax exempt status of Universal Life policies.
• Make suggestions to Financial Advisors of changes they may not have been considered to help the client achieve long term goals and assist with policy with policy conservation.
• Mentor internal staff either one-on-one or in a group setting, create procedures and act as subject matter expert on projects and policy escalations.
• Process daily, weekly and monthly tasks in a timely manner.
• Co-ordinate with peers and other business areas to ensure accuracy and efficiency.
• Review policies and provide summaries to Financial Advisors inheriting policy, management and/or Ombudsman.

• 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 your peers.

• You have working knowledge of Universal Life Insurance policies
• You have working knowledge of Ingenium
• You have a strong problem solving, analytical and mathematical skills
• You have a general understanding of Economic and Market Conditions
• You have working knowledge in Microsoft Office
• You have the ability to interpret contractual agreements and other written resources
• You can work independently and make decisions based on business rules, compliance rules, and other regulatory guidelines.
• You have strong communication and interpersonal skills, being to communicate clearly both verbally and in written format, working with clients of varying levels of understanding.

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

• Training and development opportunities to grow your career.
• Flexible work options and paid time off to support your personal and family needs.
• A holistic approach to your well-being, with physical and mental health programs and a supportive workplace culture.
• Paid volunteer days to give back to your community.
• In addition to our competitive salary and incentive programs, eligible employees also benefit from a comprehensive total rewards package including group retirement savings plans, pension and benefits (e.g., health and wellness, dental, disability and life coverage), mental health support and an employee assistance program.​

Expected salary range $60,574 - $100,956​

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.​​

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.​

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