Client Care Supervisor - Waterloo, Canada - Equitable Life of Canada

Equitable Life of Canada

Verified Company

Waterloo, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

At Equitable Life of Canada, we realize that your work life is not just about performing a job; it's about being part of a workplace that helps you grow and reach your full potential.

Within our friendly and collaborative work environment, we recognize that the key to our growth and success is a dedicated, motivated and customer-responsive staff.

Join Equitable Life today.

Position Title:
Client Care Supervisor

Reports To:
Director, Client and Advisor Care

Department:
Individual Operations

Term:
Permanent Full-Time

Work Arrangements:

We are currently working remotely, and we will be moving to a hybrid model when our office renovation is complete (approximately September 2023), coming into the office a minimum of 2 days per week, every other week on designated days.

The Opportunity:
Equitable Life is growing We are looking for a Client Care Supervisor to join our Individual Operations team.

The Client Care Supervisor will oversee our Individual Client Care team who are responsible for communicating product, service, or coverage changes with our clients when life events take place.

This is an exciting opportunity to join one of Waterloo Region's Top Employers for 2023

What you will be doing:

Identify, build, and implement proactive communication to clients when life events take place to alert them to products, services or changes to coverage
Work with Product Manager, Product Owners, and Sr. Systems Analyst Business Intelligence to implement change to systems or communication tools to aid in client communications
Work with Client and Advisor Experience team to identify norms, advancements, and opportunity in the industry around client experience to build client communications
Work with Individual Marketing team and Corporation Communications to design client communications for life events or others products/service/process additions or changes
Be able to identify unique customer needs to provide appropriate solutions
Build strong working relationships with internal and external partners, leaders, and cross functional team members
Development of a team focused on providing service excellence to our clients and advisors, while developing a highly cohesive and motivated team
Focus on continual review of processes and implementing process improvements with measured cost and time savings
Maximizing use of the client relationship management system ensuring data input and ongoing assessment of client status
Regular reporting to the Director, Client and Advisor Care on the progress of key initiatives
Provide feedback and input from clients to improve product development and delivery
Ensure continued development of staff with a focus on growth and staff retention
Participate on projects as required for client service
Provide F\feedback to staff regarding employee development, achievements and/or concerns where applicable

What you will bring:

Outstanding communication skills; both verbal and written
Knowledge of Individual Insurance
Excellent organizational skills with absolute attention to detail
Excellent interpersonal and relationship building skills
Creative and critical thinking skills
Superior customer service skills, ability to see challenges as opportunities and ensure successful outcomes
Reliable and selfdirected
Highly service oriented, with a flexible approach to problem resolution
The ability to build strong relationships and foster teamwork and collaboration
Strong people management abilities, skilled in mentoring and coaching staff
Experience in CRM Systems
Demonstrated ability to manage multiple projects and clients simultaneously, set priorities, and adapt to changing conditions
Demonstrated ability to think analytically, identifying, scrutinizing, improving, and streamlining processes
Knowledge of systems (Ingenium, Fasat, OnBase, Equinet/Client Access) as asset
Post secondary education

What's in it for you:

A healthy worklife balance with employee wellness top of mind
Annual bonus program, annual vacation allowance, and companypaid benefits program
An additional paid volunteer day each year so you can spend time giving back to the community
Immediate enrollment in the company's pension program with employer matching
Employee resource groups that support an inclusive work environment
Tuition support and specialized program assistance
A company subsidized cafeteria with a variety of daily options
Discounts on company products and services, and access to exclusive employee perks
Regular EQ Together events focused on company togetherness and collaboration

As part of the recruitment/offer process you will be required to: