Job ID : 6174
Brand : Economical
Regular/Temporary : Regular
Fulltime/Parttime : Full Time
Location : Waterloo, Canada
The Specialist will help develop the capability of staff across the Broker Assist Centre through peer coaching and feedback on referrals. The Specialist will coach frontline teams on how to resolve issues on their own without escalation. They will also identify trends in issues being escalated and provide recommendations to the Leadership team on ways to address frequent issues.
The Specialist will be required to make individual policy level decisions, within their authority level and defined decision framework, that will enable profitable growth and align with the strategic direction of Personal Insurance. Upon acknowledgement that a scenario requires further escalation, the Specialist would proceed with referral to the appropriate team, ensuring they have gathered all pertinent information, and have supported their referral with a well-documented business case, including their recommendation and proposed terms.
In order to drive efficiency in the Broker Assist Centre operations, Specialists will develop skills in multiple facets of service such as underwriting, billing, and systems. Based on capacity and knowledge, Specialists will also be required to support other areas that are experiencing higher demands within the Broker Assist Centre or outside of the department.
Technical and Customer Service Coaching
Supports questions and referrals from our front line teams and provides real-time instruction to enable staff to apply processes, technology and underwriting guidelines in the context of the work being performed. Provides direction and guidance to enhance individual decision-making skill, increase employee confidence and improve productivity. Shares newly learned information with leaders and trainers to incorporate into team meetings, training content and the Knowledge Base. Where knowledge gaps are identified, the Specialist will help develop job aids or communications as required to enhance skills and knowledge. Provides input to improve processes, training and communications.
Service Escalation Handling and Broker Communications
Receives and reviews escalated broker requests and applies appropriate tactics, knowledge and underwriting authority to satisfy escalations. Examples may include providing rationale for declining a quote / new business/request to reinstate or pricing changes upon renewals. Post escalation, advises brokers of outcome of inquiry or request status. Uses superior customer service skills, including ability to de-escalate, guide & support brokers & third party stakeholders. Recognizes situations where an exception business case should be developed for consideration, keeping within our regulatory environment and balancing the relationship and needs of the broker, the customer and our corporate goals including growth and profitability. Creation of the business case, decision making within the Specialist authority limits and communication of the results.
Receives and reviews customer complaints escalated through the Ombuds office and our front line team and applies appropriate tactics, knowledge and authority to satisfy and respond to the Inquiry within defined timelines. Examples may include providing rationale for non-renewing /cancelling a risk or pricing changes upon renewals.
1) Serve as primary intake function for complaints raised through the Ombuds office and are accountable for working through the complaints in accordance with Economical's complaint handling protocol
2) Thoroughly review the case and gather additional details through relevant stakeholders (broker, customer, etc)
3) Identify potential resolution and provide a written position letter to the insured
What do you bring to the role?
Please Note: This role will support our Broker Assist Centre hours of operation which are: 7:30 am to 6:30 pm. Your core hours will fall within this range.
We also take potential into consideration. If you don’t have this exact experience, but you know you have what it takes, be sure to give us more insight through your application and cover letter.
Go ahead and expect a lot — you deserve it, and we’ve got it:
Our inclusive work environment welcomes diversity and supports accessibility. If you require accommodation at any time during the recruitment process, please let us know by contacting: [email protected]
This role requires successful clearance of a background check (including criminal checks and leadership references).