Service Representative

Description Company: CUMIS Services Incorporated Department: Group Benefits Employment Type: Regular Full-Time Work Model: Hybrid (2 days in office) Language: This role operates in English. 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. Our Group Benefits team is a leader in our target markets through service excellence and innovative technology and products. Influenced by our co-operative values, our team of experts work collaboratively with clients to deliver solutions that meet their business needs. The Service Representative provides efficient and highly responsive service to our external customers including credit union employees and insured members as well as internal business partners who call, email, or fax the Service Centre. The role deals with a wide variety of functions and questions related to CUMIS Individual Life / Payment Protection products and services, and strives to exceed productivity and quality goals while handling customer inquiries. How you will create impact: In a contact centre environment, handle a variety of inquiries in the form of calls, emails and mail from clients, financial institution employees, and distribution staff regarding contract information, policy provisions, administrative and procedural matters for all CUMIS Creditor and Individual Life, policies totaling more than 25 products and some with several variations. Support the sale of CUMIS/Co-operators payment protection products made by partner financial institutions throughout the lifecycle of the product, including account access, sales portal assistance, product information, claims intake and status updates, and post-issuance administration Recognize complaints, problems, and/or unusual situations as opportunities to initiate corrective action and conservation efforts, including actively participating in customer retention through customer education, by partaking in applicable conservation efforts and/or generating up-sell/cross-sell referrals of alternate products and services. Process policy changes such as address changes, bank account changes and certificate cancellations, in response to call, email, mail requests. Maintain knowledge and experience to contribute to the ongoing progression and evolution of the department as determined by changing business needs and customer expectations through continuing education such as LOMA, etc. To join our team: Completed secondary education with 2-5 years of customer service experience, preferable in a contact centre environment. LOMA 280, LOMA 290 & ACS 100 is an asset How you will succeed: You adapt to change and are committed to continuous improvement, in order to exceed client expectations. Your strong communication skills allow you to clearly convey messages. You’re an effective team player who shares knowledge to support your 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. What’s in it for you? Training and development opportunities to grow your career. Paid time off to support your personal and family needs. A holistic approach to your well-being, with a supportive workplace culture. Paid volunteer days to give back to your community. A comprehensive total rewards package, including competitive salary, pension and benefits. ​ Expected salary range $50,143 ​ 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. ​ #LI-JL2