Company: CGIC
Department: Retail Sales
Employment Type: Regular Full-Time
Work Model: Hybrid
Language: English is required, French is an asset.
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.

This role is responsible for training and coaching staff members in the areas of systems, products, workflows and processes. It provides leadership and direction to the Client Policy & Billing Services staff members nationally, including auditing well as supporting and mentoring staff members in their development.

###How you will create impact:

• Coach, train and develop staff members, on-site and remotely, on procedures, systems, workflows and products as required.

• Assess training needs and develop role-specific department and individual training plans.

• Identify and escalate impacts of new programs or system enhancements on procedures and workflows. Coordinate, implement and communicate changes to the staff that impact their day to day work. Collaborate nationally, incorporating change management techniques and approaches.

• Conduct reviews to measure the quality achievements of the team and accuracy level of individual staff members. Identify trends, quality, accuracy and compliance issues. Provide recommendations to staff members and/or supervisors as required.

• Participate on projects and committees as subject matter experts representing Client Policy & Billing Services to ensure business needs are met in workflow development and completion of assigned work.

• Provide analysis and interpretation of workflow/system- related issues and collaborate with business partners to identify solutions.

• Distribute and monitor work to contribute to the achievement of service standards. Recommend changes to improve efficiency in respective teams.

###To join our team:

• Post-secondary education.
• Two (2) years related work experience.
• Actively working towards Chartered Insurance Professional (CIP) designation is an asset.
• Demonstrated ability in coaching, and leading others with a focus on teamwork and professionalism.
• Proficiency with Billing Center, ServiceNow, and Excel.

###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 our peers.

###What you need to know:

• You will be subject to a Background check as a condition of employment, in the event you are the successful candidate.
• Working hours until 5PM EST to provide national support.

###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.
• Paid volunteer days to give back to your community.
• In addition to our competitive salary and incentive programs, eligible employees also benefit from a comprehensive total rewards package including group retirement savings plans, pension and benefits (e.g., health and wellness, dental, disability and life coverage), mental health support and an employee assistance program.

Expected salary/hourly range $60,574.00 to $100,956.00

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.

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