System Support Representative

#IN-DNI#LI-DNI Company: CGIC Department: Advisor Support Centre Employment Type: Temporary Full-Time (12 months) Work Model: Hybrid (2 days in office) Language: Bilingualism in English and French is required. 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. The System Support Representative is responsible for providing client service support to Financial Advisors and internal staff on policy and billing applications in a contact centre environment. They are responsible to investigate, analyze, prioritize and determine the best course of action to take on workflows and processes with limited direction and escalate when necessary. HOW YOU WILL CREATE IMPACT: * Provide National procedural/technical guidance in the completion of activities within the Auto and Habitational applications. * Provide procedural and navigational guidance to District/Agency staff for the Salesforce application. * Complete thorough investigation of problems and the resulting resolution with respect to support applications (Auto, Habitation, Salesforce, Policy Center and Billing Center). * Maintain performance and service standards as outlined in the department. * Create and document detailed information records in the Incident Management database tool. * Follow up on outstanding records and document resolutions. * Complete billing transactions generated from inbound calls. * Identify system/procedural/workflow situations and review with the Coach when necessary. 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 your peers. TO JOIN OUR TEAM: * You have completed post secondary education. * You have two (2) years related work experience in a call centre environment. * Actively working towards Chartered Insurance Professional (CIP) designation is an asset. * Knowledge of application systems - PolicyCentre, BillingCentre, Genesys, Salesforce is an asset. * Proficiency in both English and French is essential to the main duties in this role, including servicing and communicating primarily with majority anglophone and francophone clients, groups, and teams. The essential non-French duties are not assignable to adjacent or other team members. WHAT YOU NEED TO KNOW: * This role operates in a call centre environment where a high level of audio and visual concentration is required for extended periods of time. * Rotational shifts outside of standard business hours, Monday through Friday. * Extended work hours, including weekends, may be required. WHAT'S IN IT FOR YOU? * 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. * Volunteer opportunities to give back to your community. #IN-DNI #LI-DNI Salary information Expected salary range $43,550 to $72,583 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.

Provide technical and procedural support to Financial Advisors and internal staff regarding policy and billing applications. Investigate and resolve system issues within a contact center environment while maintaining service standards.

Requires post-secondary education, two years of call center experience, and essential bilingualism in English and French. Knowledge of Salesforce and insurance-specific application systems is considered an asset.

• Training And Development Opportunities • Flexible Work Options • Paid Time Off • Physical And Mental Health Programs • Volunteer Opportunities

• Customer servicePreferred

Identified from the job description. Confirm important requirements above.

• Client Service
• Technical Guidance
• Incident Management
• Problem Investigation
• Bilingualism
• Critical Thinking
• Communication
• Teamwork
• Salesforce
• PolicyCenter
• BillingCenter
• Genesys

• Customer Service & Support
• Finance & Accounting
• Administrative

Minimum education

Bachelor’s degree

Minimum experience

2+ years

Posting language

English

Working hours

40 hours per week

Office presence

2 days per week