Customer Service Administrator (TruStone Financial)

Empire Life, LLC; Mississauga; On-site; CAD 46,000 - 63,000; Full time

Benefits offered by this job

Company pension

Dental care

Disability insurance

Employee assistance program

Extended health care

Life insurance

Paid time off

Job summary

TruStone Financial Inc. seeks a Customer Service Administrator to provide inforce policy administrative support and product information to advisors, clients, and carriers.

You will build relationships, respond to inquiries via phone, email, and in-person, and assist with front desk duties. The role requires 2+ years of customer service and insurance knowledge, with strong communication and the ability to handle multiple tasks independently.

Qualifications

• 2+ years of customer service experience.
• Knowledge of the insurance industry required (life/ health).
• Strong communication and interpersonal skills.
• Ability to work independently and manage multiple tasks.

Responsibilities

• Build and maintain positive relationships with customers and colleagues.
• Respond to queries by phone, email, or in person.
• Provide reception/front desk support and handle workload prioritization.
• Contact insurance carriers for exceptions or special handling.
• Adhere to AML, privacy, and compliance policies and training requirements.
• Continuously improve product knowledge through courses and webinars.

Skills

Customer service

Insurance knowledge

Communication

Independent work

Job description

Compensation: Base Salary Range: $46,019 - $62,500. The posted range reflects the base salary for this position only.

TruStone is looking to hire a Customer Service Administrator to join their team! We are actively seeking candidates to fill a current, open position.

Reporting to the Manager, Customer Service, the Customer Service Administrator provides inforce policy administrative support and product information to our customers (advisors and their clients, and our insurance carriers) and colleagues.

About us

TruStone Financial Inc. (TSF), is redefining an industry by providing independent financial advisors exceptional service and developing meaningful relationships.

We are an MGA (Managing General Agent), an intermediary contracted by insurers to operate on their behalf to facilitate sales and support of life and health insurance and investment products by independent, contracted and licensed insurance advisors. With an emphasis on training, marketing, and technology, TSF is continually innovating to provide the highest level of service possible for our advisors.

TSF is proud to cultivate and sustain long lasting relationships with our advisors, employees, and suppliers.

Why pursue this opportunity

Play an integral role - this is an opportunity that allows for you to grow your skills, while directly contributing to the business unit you are a part of.

Have your voice heard - with a fresh perspective, we welcome those that can highlight opportunities for improvement. We encourage creative and innovative thinking and welcome candidates who are not afraid to challenge the status quo.

Diversity, equity, and inclusion - we are committed to creating a diverse, equitable, and inclusive workplace and welcome candidates who share this commitment.

What you’ll be working on

• Build and maintain a positive relationship with our customers and colleagues; interact effectively with each one based on their needs and preferences
• Independently respond to queries and requests for information from our customers by phone, email, and in-person
• Support for Reception/Front Desk activities
• Prioritize workload based on the importance and time sensitivity of each task
• Contacting insurance carriers for exceptions or special handling
• Provide prompt, professional, knowledgeable and accurate customer service to advisors.
• Respond and adjudicate inforce inquiries such as beneficiary changes, surrender requests, address changes, banking changes, ownership, premium inquiries, death claims, etc.
• Update and maintain systems (i.e. tasks, documents, diarizing)
• Cross-Training – learning other department functions to support as a backup when needed
• Perform other related activities and participate in ad hoc projects, as necessary or assigned.
• Adhere to Anti Money Laundering, Fintrac, Privacy, and TruStone Financial Inc. compliance policies and procedures (includes mandatory yearly trainings)
• Continuous improvement of product knowledge by attending industry courses and webinars
• Perform other related activities and participate in ad hoc projects, as necessary or assigned.

What we’re looking for you to have

• Customer service experience (2 years min)
• Knowledge of insurance industry required (2+ years)
• Strong communication, customer service and interpersonal skills
• Ability to work independently, prioritize and balance multiple tasks or projects
• Ability to research, analyze, evaluate, integrate ideas and problem solve
• 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.

Our hiring process includes AI screening for keywords and minimum qualifications. Recruiters review all results.

Beyond the salary

For regular full-time positions, TruStone offers a comprehensive total rewards package that includes:

• Company pension
• Dental care
• Disability insurance
• Employee assistance program
• Extended health care
• Life insurance
• Paid time off

Get to know us

TruStone is proud to be an equal opportunity employer. We celebrate diversity, are committed to creating an inclusive environment, and welcome everyone to participate in our application process. We encourage those of all backgrounds and experiences to apply, even if you don't believe you meet each unique qualification outlined. Applicants will receive equal consideration without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, disability, or age.

TruStone welcomes applications from people with disabilities and disabled people. Accommodations are available upon request for candidates taking part in all aspects of the screening and selection process. If you need this job posting in an alternative format or have any accessibility questions, please contact [e-mail] .