Certificate Change Administrator

Foresters Financial•Toronto, ON

1d•CA$40,000 - CA$55,000•Hybrid

About The Position

The Certificate Change Administrator will be providing general administration support services to the Inforce Teams, processing of Agent of Record Changes, Duplicates, Illustrations, Replacements, etc. This role involves ensuring all requests are handled efficiently and in compliance with company policies and industry regulations. The administrator will maintain accurate records, provide excellent customer service, and collaborate with other departments.

Requirements

Assign a high priority to customer service excellence and understands the value of customer satisfaction in driving success.
Have excellent written and verbal communication skills, including delivering difficult messages to agents/members.
Take ownership and responsibility for resolving customer concerns with every interaction.
Demonstrate leadership, model customer service values and drive quality and process optimization while supporting the organization’s key priorities.
Demonstrate ability to prioritize own work, work effectively under pressure and time constraints (weekly, monthly and year-end deadlines) while delivering quality service.
Continuously learn about customers, their priorities and their expectations
Be flexible, personally embrace change and commit to continuous learning. Display high energy, passion and a positive attitude.
2-4 years of experience in insurance administration, customer service, or a related field
Knowledge of MS Office, in-house developed Microsoft Access applications, WMA, CRM, Ezbiz & FileNexus
Ability to adhere to established Service Level Agreements with the other departments
Ability to balance high productivity with superior quality, while managing daily workflow to meet deadlines
Ability to multi-task and re-prioritize workload as required, while working in a fast paced and ever-changing environment
Demonstrate ability to take ownership of any errors to ensure resolution
Must be able to work independently, with little supervision in a team environment
Self-directed and ability to work autonomously with little supervision, including the ability to make responsible decisions within parameters provided by Manager
Outstanding organizational skills in order to compile and organize large volumes of documents
Ability to meet tight deadlines in a fast-paced environment while maintaining a keen attention to detail
Ability to work under pressure and demonstrated ability to multi-task with the flexibility to respond to constantly changing needs.
Must be able to prioritize workload and balance requests
Strong interpersonal and communication skills to be able to interact with all levels of the organization
Take ownership and responsibility for resolving customer concerns with every interaction
Must be forward thinking with the ability to anticipate problems and/or suggest solutions
Understanding of how this job relates to other Foresters Financial support areas and the field
Must be currently enrolled in LOMA or committed to completing LOMA courses once in the role

Nice To Haves

Post Secondary Education
Knowledge of insurance products and regulatory requirements is an asset
Bilingual (Spanish/French) is an asset

Responsibilities

Manage, organize and update relevant data information into the respective administration system
Input all change requests on the various administrative systems, NB+U, Vantage, CRM, USSI and WMA
Respond to urgent customer or agent requests within established parameters
Achieve or improve on established SLA ‘s, identifying opportunities for process improvements
Communicate with certificate holders to clarify requests, gather additional information, and provide updates on the status of changes
Stay informed of industry trends, legal updates, and company policy changes to ensure ongoing compliance
Assist other team members as required during vacation, absences, and peak workload periods