Service Representative
Co-operators MD
Burlington, ON, CA
3d ago

Position Overview

Language : Bilingualism in English and French is required.

Additional Information :

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 Service Representative provides efficient and highly responsive service to our external customers including credit union employees and insured members as well as internal business partners who call, email, or fax the Service Centre.

The role deals with a wide variety of functions and questions related to CUMIS Life products and services, and strives to exceed productivity and quality goals while handling customer inquiries.

What you’re responsible for :

Handle a variety of inquiries in the form of calls, emails, faxes, and mail from members, credit union employees, Distribution and administrative staff (i.

e. New Business / Underwriting, Claims , etc) regarding contract information, policy provisions, administrative and procedural matters for all CUMIS Creditor, Individual Life and Retirement Service Products (including billing and premium payment), totaling more than 50 products and some with several variations.

Provide credit unions assistance with premium quotes for Creditor products on enrollments and refunds as well as other general inquiries regarding premium calculations and submission.

Knowledge of premium calculation software is required.

Assist credit unions with Reimbursement inquiries / problems. Service Representatives are expected to have knowledge of the process of how reimbursements are paid and how to provide copies of those reports that have been archived.

Recognize complaints, problems, and / or unusual situations as opportunities to initiate corrective action and conservation efforts, including actively participating in customer retention through customer education, by partaking in applicable conservation efforts and / or generating up-

sell / cross-sell referrals of alternate products and services.

Process policy changes such as address changes, bank account changes and certificate cancellations on line, in response to call, email, or fax requests.

Process cancellation letters in response to call, email or fax requests.

Maintain knowledge and experience to contribute to the ongoing progression and evolution of the department as determined by changing business needs and customer expectations through continuing education such as LOMA, etc.

Provide support to CU lender and administration roles using CUMIS applications / website to sell and service our Creditor business.

Assist with Single Sign On access set up and password resets for CU employees accessing .

To be successful :

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.

To join our team :

Completed post-secondary education with 2-5 years of customer service experience, preferable in a contact centre environment.

LOMA 280, LOMA 290 & ACS 100 to be completed.

Strong oral and written communication skills.

Knowledge of premium calculation software.

What we offer :

Training and development opportunities to grow your career with one of Canada’s Best Employers.

Paid time off to support your personal and family needs.

A holistic approach to your well-being, with a supportive workplace culture.

Paid volunteer days to give back to your community.

A comprehensive total rewards package, including competitive salary, pension and benefits.

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