Career Opportunity Role Title Certificate Change Administrator Purpose of role 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. To be successful in this role, you will: • 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. Key benefits of this role: • Work from home opportunities • Full time schedules with weekends off • Full benefits package and pension with company match • Vacation time and bonus structure • All required equipment/hardware provided • Supportive management and co-workers • Diverse and inclusive working environment • Constant opportunity to learn, grow and advance your career Job Description Key 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 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 Key Qualifications Education (minimum required): Post Secondary Education (asset) Experience (minimum required): 2-4 years of experience in insurance administration, customer service, or a related field Knowledge of insurance products and regulatory requirements is an asset Display high energy, passion and a positive attitude 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 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 Bilingual (Spanish/French) is an asset #LI-Hybrid Must be available to work rotating shifts between the hours of 8:00 am and 6:00 pm and provide coverage on some Canadian Statutory holidays. Equal Opportunity Employment and Inclusion – at Foresters Financial, we are committed to sustaining an equal opportunity environment for all job applicants. We embrace Inclusion, Diversity and Equity (IDE) as a core strategic objective for building strong, innovative teams in which all our employees can show up wholly and authentically as themselves. Foresters Financial strives to provide an accessible candidate experience for prospective employees with different abilities. If you anticipate needing any type of accommodations during the recruitment process, please email accommodations@foresters.com in advance of your appointment. Thank you for choosing Foresters. Only those candidates who will be selected for further consideration will be contacted by our Talent Acquisition Team. Foresters Financial™ is an international financial services provider with a unique history that began in 1874 when we set out to provide access to life insurance for average, working families. More than 150 years later, we provide life insurance, savings, retirement and investment solutions that help families achieve long-term financial health and security.
