Date: Nov 20, 2025

Location: Winnipeg, MB (Hybrid), CA Ottawa, ON (Hybrid), CA Calgary, AB (Hybrid), CA Lloydminster, AB (Hybrid), CA Moncton, NB (Hybrid), CA North York - Toronto, ON (Hybr, CA Dartmouth, NS (Hybrid), CA Kitchener, ON (Hybrid), CA Thunder Bay, ON (Hybrid), CA Vancouver, BC (Hybrid), CA Lethbridge, AB (Hybrid), CA Edmonton, AB (Hybrid), CA Wawanesa, MB (Hybrid), CA

Company: Wawanesa Insurance

Job ID: 9584

Working Business Language: English

Salary: At Wawanesa, salary is only one component of a holistic, comprehensive and competitive offering that we provide to our employees. In addition to salary, full-time and part-time permanent employees are eligible for an annual bonus plan, leave of absence top-up programs and provided with generous vacation time, personal days, premium free benefits and pension plan.

The salary offered for this role is determined with consideration to various factors, including but not limited to: your work location, local labour market conditions, external market salary data, internal pay equity and the knowledge, skills, experience and anticipated proficiency in the role. The salary offered is estimated to be within the following range: $75,000 - $85,000. Candidates with salary expectations outside of the range are still encouraged to apply.

About Us
At Wawanesa, we’re proud to offer a hybrid work environment that offers flexibility to our employees in balancing in-office (2 days per week OR 15 hours per week in a Wawanesa office) and remote work. You may work from any of the following locations: Winnipeg, MB; Wawanesa, MB; Vancouver, BC; Calgary, AB; Edmonton, AB; Lethbridge, AB; Toronto (North York), ON; Kitchener, ON; Ottawa, ON; Moncton, NB; Dartmouth; NS.

The Wawanesa Mutual Insurance Company (“Wawanesa Mutual”), founded in 1896, is one of Canada’s largest mutual insurers, with over $3.5 billion in annual revenue and assets of $10 billion (CAD). Wawanesa Mutual, with its National Headquarters in Winnipeg, is the parent company of Wawanesa Life, which provides life insurance products and services throughout Canada, and Western Financial Group, which distributes personal and business insurance across Canada. Wawanesa proudly serves more than 1.7 million members in Canada, and we are home to more than 3,600 employees distributed across the Canadian regions and communities where we operate. We give back to organizations that strengthen communities, donating more than $3.5 million annually to charitable organizations, including over $2 million annually in support of people on the front lines of climate change. To learn more visit wawanesa.com.

We are currently looking for dedicated, driven, and enthusiastic individuals who thrive in an environment that welcomes change and are looking for an opportunity for diverse experience and advancement on a growing team.

Job Overview

The Early Resolution Specialist is responsible for promoting continuous improvement in Wawanesa’s customer experience, through collection and response to various sources of customer feedback, managing the ongoing delivery of customer complaint resolution and identifying opportunities for customer appreciation. The Early Resolution Specialist is tasked with early complaints resolution, thereby preventing complaints from escalating and with being the primary point of contact for position letters on behalf of the organization. This position also serves as a liaison between customers and Wawanesa functional areas and regional employees.

We are posting for two (2) roles: a full-time, regular position, and a six (6) month term position.

Job Responsibilities

• Acts as first point of contact for all customer complaints received through the Complaints Office as well as those sent directly to Wawanesa senior executives.
• Ensures all complaints are acknowledged, logged, and triaged in a timely manner and that customers are kept informed of progress throughout the complaint process.
• Actively engages in early complaints resolution in order to ensure complaints are handled appropriately, to prevent them from escalating into Level 3 complaints.
• Follows up on unresolved complaints and issues, ensuring appropriate steps are being taken for satisfactory resolution, that investigations are complete, thorough, professional, timely and meet regulatory reporting requirements; and that consideration for customer needs is maintained throughout.
• Fosters strong relationships with internal stakeholders such that the authority of the office is upheld.
• Investigates and coordinates responses to contentious complaints, including direct customer contact.
• Determines and manages reportability of customer complaints to regulators and acts as liaison for regulator inquiries.
• Informally mentors and/or onboards more junior/newer team members.
• Provides input regularly to the Compliance team on customer feedback trends; shares customer compliments and successes.
• Ensures customer outreach mechanisms (email, website, etc.) are functional; coordinates required fixes / upgrades with responsible parties.
• Supports the development of social media strategy that ensures consistency and brand-alignment, working closely with communications.
• Supports and initiates continuous improvement projects in collaboration with the team.
• Leads education sessions and provides mentorship opportunities.

Qualifications

• Minimum three (3) years’ experience in a professional customer-focused capacity, preferably within a Voice of Customer, customer service or complaint management program.
• Some post-secondary education.
• Ability to gather and analyze information from numerous sources.
• Creative problem solving and critical thinking skills to interpret the needs of customers and resolve their issues.
• Strong ability to multi-task, prioritize and work independently and in a team environment.
• Able to effectively communicate both verbally and in writing.
• Strong interpersonal skills to act with tact, diplomacy, integrity and professionalism in sometimes confrontational or sensitive situations; good conflict resolution skills; ability to build productive partnerships and networks with internal and external stakeholders.
• Ability to coordinate and organize meetings and other events.
• Ability to remain calm under pressure.
• Advanced proficiency in Microsoft Office (Excel, Word, PowerPoint).

Wawanesa is proud to be one of Manitoba’s Top Employers**, a** Kincentric Best Employer in Canada and a Forbes Best Employer in Canada recognizing an exceptional place to work!

Diversity Equity, Inclusion & Belonging
At Wawanesa, we are committed to Diversity, Equity, Inclusion and Belonging (DEIB) and believe that our strength lies in the diversity of our people – this is supported by having a representative workforce.

We welcome applications from all qualified candidates, including racialized persons, women, Indigenous Peoples, persons with disabilities, members of the 2SLGBTQIA+ community, gender-diverse and neurodiverse individuals, and anyone who can contribute to the further diversification of thought and ideas.

We aim to ensure our recruitment process is accessible to all candidates. If you require accommodations during any stage of the recruitment process, please reach out in confidence to jobs@wawanesa.com.