System Support Representative
Top Benefits
About the role
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.
Not the right fit? Search for System Support Representative jobs in Calgary, Alberta, Canada
About Co-operators
As a leading Canadian financial services co-operative, Co-operators offers multi-line insurance and wealth products, services, and advice to build financial strength and security. With over $56 billion in assets under management, we provide financial solutions and security through property and casualty (P&C) insurance, life insurance, wealth management, institutional asset management and brokerage operations. We are governed by member organizations, including co-operative organizations, credit union centrals and representative farm organizations.
We are rooted in the idea that together, we are stronger, safer, and more resilient. Our vision to be a catalyst for a sustainable society is reflected in everything we do, including our community investment programs, strategic partnerships, and active volunteerism. We champion and fund the development of community-oriented co-operatives and social enterprises, invest for positive impact, and work hard to contribute to communities across Canada by supporting financial literacy, mental health, flood safety, and sustainability initiatives and programming.
With over 600 locations across the country, over 6,000 employees and a dedicated financial advisor network of over 2,500 licensed insurance representatives, we remain true to our roots: putting the needs of our clients and our communities first.
Our response to COVID-19 As an essential service, we took immediate steps to ensure the health and safety of our people, clients, and communities. We’re following the direction of Health Canada as we roll out a phased return to corporate and local offices across the country. If you have applied for a posted role, a recruiter will be in touch with an update. Currently, all interviews are being conducted remotely.
Similar Jobs
System Support Representative
Top Benefits
About the role
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.
Not the right fit? Search for System Support Representative jobs in Calgary, Alberta, Canada
About Co-operators
As a leading Canadian financial services co-operative, Co-operators offers multi-line insurance and wealth products, services, and advice to build financial strength and security. With over $56 billion in assets under management, we provide financial solutions and security through property and casualty (P&C) insurance, life insurance, wealth management, institutional asset management and brokerage operations. We are governed by member organizations, including co-operative organizations, credit union centrals and representative farm organizations.
We are rooted in the idea that together, we are stronger, safer, and more resilient. Our vision to be a catalyst for a sustainable society is reflected in everything we do, including our community investment programs, strategic partnerships, and active volunteerism. We champion and fund the development of community-oriented co-operatives and social enterprises, invest for positive impact, and work hard to contribute to communities across Canada by supporting financial literacy, mental health, flood safety, and sustainability initiatives and programming.
With over 600 locations across the country, over 6,000 employees and a dedicated financial advisor network of over 2,500 licensed insurance representatives, we remain true to our roots: putting the needs of our clients and our communities first.
Our response to COVID-19 As an essential service, we took immediate steps to ensure the health and safety of our people, clients, and communities. We’re following the direction of Health Canada as we roll out a phased return to corporate and local offices across the country. If you have applied for a posted role, a recruiter will be in touch with an update. Currently, all interviews are being conducted remotely.