Bilingual Client Support Specialist

Canada Protection Plan

Are you looking to be part of a growing and dynamic company?

Are you looking to be part of a continually growing and dynamic company that is a leader in the life insurance industry? Canada Protection Plan, A Foresters Financial Company, is a Canadian owned and operated corporation that designs, markets and sells life insurance and related products with simplified underwriting processes that require no medical exams on many of our plans.
  
Would you like to make a difference with the customers we serve? We are driven to excel, and our employees reflect this passion. Our company values include shared collaboration, career development and a friendly and open work environment. Canada Protection Plan offers this and more.
  
Our strength is a family culture characterized by particular care and respect for employees. We connect with our employees in significant and meaningful ways, including (but not limited to):
  
  • An orientation to physical, mental, and financial wellness in the workplace
  • Employee development
  • Performance management program which connects goal setting, coaching, formal performance reviews and the allocation of base salary and bonus rewards
  • Company-paid benefit plan with a health care spending account (HCSA) as well as an RRSP and DPSP program where the company matches employee contributions
  • One paid volunteer day per year to engage in a charitable cause of choice
  • Courtesy tenant shuttle bus services and free onsite parking
  • Casual dress code policy
  
Job description
We are currently hiring a Client Support Specialist to add to our Customer Service team. This role will work in an inbound call center work environment and provide superb customer service to our policy holders and insurance brokers via telephone and email. The Client Support Specialist will handle level 1 calls as well as more complex policy holders and brokers requests.
  
Duties will include:
  • Take Inbound calls and make out outbound calls
  • Process complicated inquiries, transactions and policy changes within service level parameters such as:
    • o Beneficiary changes, ownership changes, collateral assignments
    • o Record power of attorney requests plus complete public guardian assignments
    • o Handle Bankruptcy trustee inquiries
    • o Process reinstatement
    • o Policy cancellation and Cash Value Surrenders
    • o Smoker changes
    • o Rider changes
    • o Term policy conversion inquires and changes
  • Handle all basic customer service transactions and handle escalations and questions from entry level team
  • Provide job shadowing and training support as required
  • Other duties as required
  
Knowledge/Experience/Skills:
  • Excellent customer service skills demonstrating patience, diplomacy and empathy balancing the interests of the organization
  • Excellent phone skills
  • Knowledge and experience on complex life insurance policy changes and transactions
  • Demonstrated depth of product and business process knowledge within scope of duties
  • Detail orientation
  • Proven ability to meet deadlines and to work under the pressures of multi-tasking
  • Team oriented attitude and technical coaching experience an asset
  • Relevant call center experience or customer service experience within the financial services industry
  • LOMA courses beyond Level I pursued up to and including FLMI
At Canada Protection Plan we are committed to fostering an inclusive, accessible environment where all employees and customers feel valued, respected and supported. We are an equal opportunity employer who is dedicated to building a diverse workforce.
Throughout the recruitment and selection process, Canada Protection Plan will provide reasonable accommodations, accessible formats and communication support to all candidates who require accommodation upon request.
We thank all applicants for their interest, however, only those considered for an interview will be contacted.