Description:
We are looking for an Issue associate to join the SLFD New Business Issue Team focussed on service excellence, collaboration and innovation. The Senior Issue Associate is to issue life and critical illness insurance policies accurately and in a timely manner. Three types of transactions that are processed include: Internal Replacements, Conversions and Options.
Bilingual is preferred
If you have a passion for providing excellent service and enjoy working in a fast paced environment we’d love to speak with you!
What will you do?
- Accurately issue insurance policies that are the result of an internal replacement/conversion/option or New Business.
- Determine whether transactions are contractual and if underwriting is required
- Determine if all requirements have been received and, if not, request outstanding evidence and admin requirements.
- Terminate existing policies
- Decrease / remove base plan or term attachments on existing inforce policies.
- Determining if an upsell is available by reviewing the clients financial information
- Move money from the terminated policy to the new policy
- Review premiums and explain the premium credit calculation
- Applying rating / exclusions to pending issue application. Determining the rating or exclusions originally applied on inforce applications and applying to the new conversion application
- Decline applications and request for the original policy to be reinstated
- Communicate daily with advisors by telephone and email in order to manage cases
What do you need to succeed?
- Bilingualism (English & French) preferred
- Strong customer service skills
- Asks questions and probes to understand stated and underlying customer needs, issues, concerns and problems
- Strong attention to detail
- Addresses concerns and problems fairly, empathetically, decisively and promptly, maintaining a diplomatic and professional manner
- Manages customer expectations and keeps them up-to-date on progress
- Raises concerns and recommends potential solutions for those processes that negatively impact the customer service experience or the fair treatment of customers
- Meets established service standards to achieve team goals and month-end commitments for commission payment by effectively prioritizing and accurately and efficiently processing work
- Conveys ideas, needs and requirements clearly through verbal and written communication
- Flexibility in a changing work environment
- Enthusiastic, with a positive attitude
- Team player who does required share of work and supports teams success
- Ability to actively submit and participate in continuous improvement ideas, and problem solving sessions.