Digital Support Coordinator

Empire life is looking to hire a Bilingual Digital Support Coordinator to join our Retail Distribution team!

The Digital Support Coordinator supports the National Sales and Marketing team and Strategic Account Managers in the achievement of defined digital sales targets by fulfilling administrative requirements. The incumbent is guided by defined goals and objectives and works under the moderate supervision of the Manager Digital Support.

Why pursue this opportunity

Our mission - make insurance, investments and benefits simple, fast and easy for our customers.

The environment - we understand the importance of work-life balance and strive to provide a supportive work environment that allows our employees to achieve both personal and professional goals.

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.

Deliver excellence - provide a personal, accurate, professional, and courteous service and resolution to our customers.

What you’ll be working on

1. Accurately respond to support requests (calls, emails, chats, tickets), meeting or exceeding agreed-upon service levels.
2. Maintain knowledge and provide technical support for our evolving digital platforms including Advisor Dashboard, Business Centre, eVision, and Fast and Full (Insurance and Investments).
3. Support continuous innovation of digital assets by capturing distribution partner feedback and providing strategic recommendations to enhance user experience.
4. Support the National Sales Team and Marketing and Strategic Account Managers in their achievement of defined digital sales targets for Advisor Referral Program, Go Empire.
5. Conduct onboarding and monitoring of digital initiatives including the Advisor Referral Program, Go Empire and Fast & Full and Direct to Consumer.
6. Coordinate client lead referral tracking between sales, marketing, customer service and Distribution Partners.
7. Respond to enquiries from Distribution Partners inquiring for Digital Programs with a timely, quality response.
8. Research, investigate and collaborate with the appropriate subject matter expert to support recommendations and provide resolution to complex problems or enquiries.
9. Generate sales reports that support digital initiatives such as GoEmpire, ARP, IARP.
10. Participate in weekly digital support meetings.
11. Communicate with Distribution Partners with a timely, quality response; update and maintain Distribution Partner contact information in the CRM database.
12. Collaborate and foster a positive team environment with the Retail Distribution team.
13. Build and maintain knowledge and understanding of Empire Life products.
14. Participate in project work as an individual or member of a team.
15. Act as a liaison between Distribution and business partners to solve issues efficiently and on time.
16. Provide training on digital platforms with internal or external partners when needed.
17. Upon request, conduct Quality Assurance (QA) and User Acceptance Testing (UAT) for various project teams prior to launching a new feature in digital platforms.
18. Upon request, assist with compiling the data required for MGA User audits.
19. Handling CITS (Computer and Information Technology Services) Feed inquiries: maintenance, looking into missing feeds, escalating when necessary.

What we’re looking for you to have

1. 3+ years office administration experience required.
2. Exceptional skills in Microsoft Office (including Word, Excel and PowerPoint) and other reporting systems.
3. Experience with CRM / MD.
4. Experience in sales support an asset.
5. Sales, marketing and / or promotions experience an asset.
6. Insurance and / or financial services industry experience an asset.
7. Bilingualism (English / French) is required.
8. Post-secondary education an asset.
9. Exceptional organizational skills.
10. Ability to prioritize and balance multiple tasks and projects.
11. Well-developed verbal and written communication skills.

Beyond the salary

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

1. Competitive salaries with annual pay increases.
2. Annual bonus program, which recognizes both strong company performance and individual contributions, for non-sales positions.
3. A comprehensive employer-funded benefits package that includes life insurance, disability, health and dental and a generous health account.
4. Flexible work arrangements and an annual allotment of personal health days.
5. Four weeks annual vacation from hire date.
6. A defined contribution pension plan with generous employer matching.
7. Top up programs for parental leave and compassionate leave.
8. Employer-sponsored wellness and recognition programs.