About the role

Customer Service Associate at Canada Life offering assistance to clients in both French and English. Responsible for communication and support related to policy inquiries and management.

Responsibilities

Provide high-quality customer service to policyholders, advisors/brokers, directors (Living Benefits), accountants, lawyers, financial institutions, and various head office teams.
Provide technical or contractual information and guidance as required by explaining policy contractual provisions, tax regulations, existing guidelines, and system-related processes.
Handle inquiries received by email and by telephone.
Consult experienced colleagues as needed to identify satisfactory solutions.
Accurately manage contractual and non-contractual changes.
For changes and rate estimates, ensure appropriate authorizations are obtained, complex calculations are completed, and records in our systems are correctly updated.
Maintain practical knowledge and understanding of current and legacy Living Benefits products.
Regularly provide feedback to your supervisor to improve workflow, processes, and procedures.
Consistently meet or exceed production and service quality standards.
Accurately index and sort incoming work that has been completed in our workflow system.
Contribute to specific tasks or projects in support of the service's objectives.

Bilingualism (fluency in French and English) is required, as the role will regularly serve both French- and English-speaking clients.
Self-motivated with the ability to manage demanding workloads.
Demonstrated customer service skills.
Proven ability to learn and understand new concepts and a strong attention to detail.
Excellent mathematics and problem-solving skills.
Strong interpersonal communication skills and the ability to work effectively in a team.
Ability to demonstrate flexibility, initiative, sound judgment, and discretion.
Commitment to ongoing training and professional development by completing company and industry-related courses.
Strong organizational skills and excellent time-management abilities.
Post-secondary degree in a related field (asset).

Professional development: We offer opportunities for career advancement, access to leading learning programs, and tuition reimbursement of up to $2,000 per year.
Health and well-being: We provide flexible medical and dental coverage, as well as $5,000 coverage for mental health care to support your well-being.
Time off: In addition to vacation and personal days, we offer a dedicated volunteer day to support community involvement.
Financial security: Employees have access to a pension plan with employer matching contributions, an employee share purchase plan, and other investment options.
Rewards and recognition: We offer recognition programs and employee discounts, and we celebrate important service anniversaries.
Sense of belonging: We provide a workplace where employees feel connected and supported through employee resource groups (ERGs), mentoring programs, social committees, and a variety of events.