Purpose

Contributes to the overall success of the Scotia Wealth Insurance Services (SWIS) across Canada by supporting the Sr. Manager, Policy Servicing, and Sr. Managers of the Associate Insurance Servicing Advisors (AISAs) across Canada. The incumbent has the skills and experience to provide peer guidance and supervision to the AISAs, deliver in-depth training to new AISAs, and offer backup support during period of high vacancies and/or vacations. Ensures all activities conducted are in compliance with governing regulations, internal policies and procedures.

Accountabilities

• Champions a customer focused culture to deepen client relationships and leverage broader Bank relationships, systems and knowledge.

• Supports AISAs by acting as the Subject Matter Expert (SME) for the role. Key skills include by are not limited to expert knowledge of insurance products and best practices for servicing activities, including statement reviews, policy analysis, requesting inforce illustrations, navigating carrier software. Also needs to be able to identify opportunities to introduce an Insurance Consultant into an in-force policy where there may be new business potential, such as a conversions, re-applications, or secondary sales.

• Provides in-depth training to new AISAs to help them become proficient in their role.

• Acts as the primary contact for all AISAs in support of the Sr. Managers across Canada. This includes playing a role in organizing initiatives such as monthly calls; providing peer-to-peer guidance to support AISA coaching efforts; resolving initial concerns that are escalated; and directing AISA capacity as needed to account for volume discrepancies, vacations, vacancies, etc.

• Acts as a backup AISA when needed, including being the main point of contact for licensed advisors in a region who have questions and require support related to their in-force policy management activities. This includes delivering training to advisors on accessing policy details within Centralize and best practices for servicing activities; reviewing statements and notices as they are distributed to the Agent of Record; and flagging any policies that require attention; undertaking policy analysis; requesting in-force illustrations; and providing any necessary paperwork to advisors.

• Supports the Sr. Manager, Policy Servicing, in managing the implementation of key initiatives designed to improve the effectiveness of the AISA role and/or other key servicing support processes. This may include coordinating with other SWM colleagues and business lines supported by SWIS.

• Understand how the Bank’s risk appetite and risk culture should be considered in day-to-day activities and decisions. Consistently ‘does the right thing’ to keep the Bank safe and fosters an environment where they, employees, customers, and stakeholders can speak up / raise concerns.

• Actively pursues effective and efficient operations of their respective areas in accordance with Scotiabank’s Values, its Code of Conduct and the Global Sales Principles, while ensuring the adequacy, adherence to and effectiveness of day-to-day business controls to meet obligations with respect to operational, compliance, AML/ATF/sanctions and conduct risk.

• Champions a high performance environment and contributes to an inclusive work environment.

Education / Experience / Other Information

• Minimum of 5 years experience within the life insurance industry coupled with a University degree (or equivalent education)
• LLQP is a requirement
• Certified Financial Planner (CFP) and/or Certified Life Underwriter (CLU) designations are an asset.
• Experience working with permanent life insurance and working knowledge of insurance carrier illustrations, software and advisor portals is essential.
• Knowledge of the estate planning uses of life insurance including corporately owned life insurance strategies is essential.
• Outstanding interpersonal skills, with an ability to deal with sensitive and difficult client situations in a gracious and professional manner.
• Ability to work effectively and collaboratively within a team.
• Readily embrace change and thrive in an ever-changing environment.
• Proficiency in the use if Microsoft Windows and its application including Excel, Word, Powerpoint, Outlook and One Note
• Bilingual in English and French is an asset