Provides accurate, efficient and timely issuance of policies and related documentation. Role will provide an opportunity to increase technical proficiency (with the ability to answer questions on transactional questions), peer level coaching/mentoring, and process improvements projects. This individual will also support Client Facing Brokers in all aspects of administration and technical support. First level issue resolution.
Qualifications
Working in a fast pace environment
Attention to detail
Dedicate at least 2 years to the position before they move onto a new role
Training will be provided: 2 weeks of in-class training (virtual); either one-on-one or with other new hires; placed into production who will be supporting them; two to three months they do a quality review of the candidate to make sure that the candidate is a good fit.
Basic excel experience is nice but not necessary
Eligible to move to FTE
Top 3 Skill sets
Ability to work in fast-paced environment
Customer service experience
Ability to problem solve and work through them
- This is an entry level role, so we are looking for less tenured candidates
- Candidate does not necessarily need previous insurance experience
Provides accurate, efficient and timely issuance of policies and related documentation. Role will provide an chance to increase technical proficiency (with the ability to answer questions on transactional questions), peer level coaching/mentoring, and process improvements projects. This individual will also support Client Facing Brokers in all aspects of administration and technical support. First level issue resolution.
Provide support to Client Facing Brokers in transactional support (e.g.: processing and fulfillment of Auto ID Card requests, processing and fulfillment of Certificates of Insurance), efficient and timely production of all related documentation, including sending documentation to appropriate parties.
Auto ID // Ensure timely and accurate production/delivering of:
- Requested ID cards by Province and team practices
- Completion of transmittal letters
Certificates
Provide client support for production processing of difficult/complex account Certificates and other Certificate processes as assigned by Centralized Support Services management. This person will ensure that all work is correct and handed-off appropriately
Administration and Documentation
- Ensure timely and accurate production/processing of: o Certificates of Insurance o Auto ID cards o up to date computer system records o current and outstanding documentation follow ups o all other documentation (e.g.: third party forms)
Report Preparation
- Ensure timely and accurate production/processing of: o Certificate Renewal listings o up to date computer system records o current and outstanding documentation follow ups o all other documentation (e.g.: approvals, third party forms)
Workflow Administration
- Contribute to the achievement of Operations team Service Level Agreements (SLA) , Key Performance Indicators (KPI) and business objectives
- Manage and prioritise own workload to meet individual SLA, KPI and Quality targets.
Customer Awareness
- Maintain a basic technical understanding of all major classes of Insurance and specialist services that the Company offers to its customers
- Maintain a basic understanding of the core aspects of relevant Insurance and related legislation
- Support Senior Account Executives/Principals with the development,
implementation and management of risk management and insurance programs, which accurately address customer needs
- Work with Senior Operations Services Executive and Operations Services Team Leader to identify continuous improvement opportunities within operational processes
- Build and maintain strong working relationships with internal and external stakeholders.
- General servicing skills and etiquette
Personal Development
- Continue to develop skills and knowledge by seeking out opportunities for growth
- Maintain an adaptable and flexible approach to the work environment
- Build, maintain and demonstrate a comprehensive knowledge and understanding of Client business and Insurance practices
- Take ownership of personal development and behaviors, proactively improving knowledge and skills
- Align personal behaviors to Client IGNITE Principles
- Share best practice and knowledge across Client Operations teams and stakeholders
Compliance
- Adhere strictly to the Company's Quality practices and other systems and procedures
- Comply fully with the Company's Errors and Omissions avoidance policy
- Comply with company policy for continuous professional development
Skills
- High School Diploma or equivalent experience, college degree is preferred
- 1-2 years' work experience, with 1 year previous insurance or financial services experience preferred
- Clear and concise oral and written communication skills
- Strong numerical skills
- Excellent organization skills – able to prioritize work and meet deadlines
- Excellent interpersonal skills – able to work within a team
- Comfortable and experience working with technology (solutions)
- Proficient in Microsoft Office tools (or equivalent) – Outlook, Word and Excel
- Focus on attention to detail at all times
- Ability to read, analyze and interpret general business correspondence