Bilingual Digital Support Coordinator

THE EMPIRE LIFE INS. CO

41d•Hybrid

About The Position

Empire life is looking to hire a Bilingual Digital Support Coordinator to join our Retail Distribution team! We are actively seeking candidates to fill a current, open position. The Digital Support Coordinator supports the National Sales and Marketing team and Strategic Account Managers, in the achievement of defined digital sales targets by fulfilling administrative requirements. The incumbent is guided by defined goals and objectives and works under the moderate supervision of the Manager Digital Support.

Requirements

Bilingualism (English/French) is required
3+ years office administration experience required
Exceptional skills in Microsoft Office (including Word, Excel and PowerPoint) and other reporting systems
Experience with CRM/MD
Attention to detail
Exceptional organizational skills
Ability to prioritize and balance multiple tasks and projects
Well-developed verbal and written communication skills
Well-developed problem resolution skills
If you are applying for a position which is open to applicants across Canada, unless otherwise indicated in the position, language proficiency in English is required for communicating with customers, advisors, or employees across Canada.

Nice To Haves

Experience in sales support an asset
Sales, marketing and/or promotions experience an asset
Insurance and/or financial services industry experience an asset
Post-secondary education an asset

Responsibilities

Accurately respond to support requests (calls, emails, chats, tickets), meeting or exceeding agreed-upon service levels
Maintain knowledge and provide technical support for our evolving digital platforms including: Advisor Dashboard, Business Centre, eVision, and Fast and Full (Insurance and Investments)
Support continuous innovation of digital assets by capturing distribution partner feedback and providing strategic recommendations to enhance user experience
Support the National Sales Team and Marketing and Strategic Account Managers in their achievement of defined digital sales targets for Advisor Referral Program, Go Empire
Conduct onboarding and monitoring of digital initiatives including the Advisor Referral Program, Go Empire and Fast & Full and Direct to Consumer
Coordinate client lead referral tracking between sales, marketing, customer service and Distribution Partners
Respond to enquiries from Distribution Partners inquiring for Digital Programs with a timely, quality response.
Research, investigate and collaborate with the appropriate subject matter expert to support recommendations and provide resolution to complex problems or enquiries
Generate sales reports that support digital initiatives such as GoEmpire, ARP, IARP
Participate in weekly digital support meetings
Communicate with Distribution Partners with a timely, quality response; update and maintain Distribution Partner contact information in the CRM database
Collaborate and foster a positive team environment with the Retail Distribution team
Build and maintain knowledge and understanding of Empire Life products
Participate in project work as an individual or member of a team
Act as a liaison between Distribution and business partners to solve issues efficiently and on time
Provide training on digital platforms with internal or external partners when needed
Upon request, conduct Quality Assurance (QA) and User Acceptance Testing (UAT) for various project teams prior to launching a new feature in digital platforms
Upon request, assist with compiling the data required for MGA User audits
Handling CITS (Computer and Information Technology Services) Feed inquiries: maintenance, looking into missing feeds, escalating when necessary

Benefits

Hybrid work model
Competitive salaries with annual pay increases
Annual bonus program, which recognizes both strong company performance and individual contributions, for non sales positions
Competitive uncapped commission, for sales positions
A comprehensive employer-funded benefits package that includes life insurance, disability, health and dental and a generous health account
Flexible work arrangements and an annual allotment of personal health days.
Four weeks annual vacation from hire date
A defined contribution pension plan with generous employer matching
Top up programs for parental leave and compassionate leave
Employer-sponsored wellness and recognition programs
A cash employee referral program