Teachers Life Insurance
POSITION SUMMARY
The Bilingual Member Experience Representative is the first point of contact for our Members and will consistently deliver an exceptional service experience. In this multi-channel hands-on role, you will provide service, operations and administration support for past, present, and prospective Life, Critical Illness, Disability, and other insurance program Members.
KEY RESPONSIBILITES
• Be first point of contact to service Member calls and digital channel inquiries; handle a variety of inquiries, which includes documenting interactions and resolving or escalating issues.
• Develop a deep understanding of our products to provide accurate and timely support; provide sound judgement and ensure that information is relayed accurately and in a positive and courteous way
• Process changes within the administration system as assigned which may include assigned Member or Policy status changes such as, contact information, lapses, beneficiary, or other adjustments.
• Promote or process Member Benefits Programs under Flourish+ (. Communicate with Members re submissions, status, or escalations.
• Provide forms or documents as required, Generate Member letters i.e., missed payment, lapse, termination, beneficiary confirmations.
• Process revisions to LTD policies, issue LTD policy coverage letters as required.
• Liaise with School Boards as appropriate.
• Provide Member support/troubleshooting self-service functions in online Portals such as TL, nowly, VersaPay or the Awards Platform.
• Maintain productivity standards, service levels, as assigned (Mx Ticketing System) and a high degree of Member satisfaction.
• Identify ways to streamline processes and work more effectively across our team to better serve our members
• Work collaboratively with peers by sharing information and communicating in an open, honest, and professional manner
• Other duties as assigned
QUALIFICATIONS & EXPERIENCE
• University or college degree/diploma
• Bilingual in English and in French (verbal and written)
• A minimum of 3 years of experience in a customer service role within financial services; life and disability insurance experience strongly preferred (Bonus: traditional Whole Life or Annuity experience)
SKILLS & CORE COMPETENCIES
• Strong customer focus and service orientation
• Excellent organizational skills, ability to work effectively in a high-volume environment and maintain all service standards
• Able to multi-task and coordinate own work to deliver on several items in parallel
• Tech savvy with the ability to learn new software
• Strong Excel and Word skills
• Able to complete work independently and collaborate within a team environment
• Willing to seek new knowledge and tasks, question current processes, and suggest improvements
• Sound problem solving and decision-making skills
• Strong written and verbal communication skills
• Strong alignment with our organizational mission, vision, and core values
Pay Range: $60-65K
Why Teachers Life?
- Group RRSP
- Paid Vacation
- Health & Dental Coverage
- Short-term Incentive Plan
- Paid Sick time
- Working with an amazing team!
We thank you for your interest.
Only those selected for an interview will be contacted. Teachers Life Insurance Society (Fraternal) is an equal opportunity employer who is committed to building a diverse workforce. If you are interested in applying for employment and need special assistance or an accommodation to apply for a posted position, please contact kreilly@teacherslife.com
