Team Leader, Client Service Centre, New Business- Individual Life

Co-operators; Moncton; Hybrid; CAD 60,000 - 85,000; Full time

Job summary

A leading financial services cooperative seeks a Team Lead for their Client Service Centre in Moncton. This role emphasizes leadership, coaching, and operational excellence in delivering a seamless client experience. The ideal candidate has a strong background in life insurance, is committed to continuous improvement, and will drive team performance while enhancing customer service.

Benefits

Training and development opportunities

Flexible work options

Paid volunteer days

Qualifications

• 3 years in the life insurance industry.
• Demonstrate initiative and good judgement.

Responsibilities

• Lead and develop New Business Service Representatives.
• Monitor outstanding workloads to ensure service targets are met.
• Investigate and resolve escalated client and advisor issues.

Skills

Strong communication

Critical thinking

Team player

Initiative

Education

ACS (Associate, Customer Service) designation

Working towards LOMA designation

Job description

Company: CLIC

Department: Client Services

Employment Type: Regular Full-Time

Work Model: Hybrid

Language: English is required, French is an asset

Additional Information: This/these role(s) is/are currently vacant

The Opportunity

We are a leading Canadian financial services cooperative committed to being a catalyst for a sustainable and resilient society and our team is essential to deliver on this strategy. That’s why we prioritize our people, to ensure we provide a strong culture and development opportunities which enables our team to thrive and to live our purpose. The best part is that you will work with people that care passionately about you, our clients, and our communities.

Our Client Services team aspires to create a seamless and personalized client experience. Our professional, agile and knowledgeable team works collaboratively to understand and anticipant the needs of our clients, helping our organization to grow. We foster open communication and think innovatively to find mutually beneficial solutions for our clients.

Our Client Services team aspires to create a seamless and personalized client experience. Our professional, agile and knowledgeable team works collaboratively to understand and anticipate the needs of our clients, helping our organization to grow. We foster open communication and think innovatively to find mutually beneficial solutions for our clients. The Team Lead Client Service Centre (New Business) is responsible for providing leadership from a day-to-day operations standpoint by coaching, developing, and providing leadership to the New Business Service Representatives. The Team Lead will help with the development of staff through formal coaching and mentoring sessions, with a focus on quality control via employee audits, team efficiency and process improvement. The Team Lead will also act as the first point of contact for escalated client and advisor issues. This role is also responsible for helping the team with workflow and phone queues, as well as assisting and backing up the Individual Life Team Leader in Client Services.

How You Will Create Impact

• Prioritize and monitor outstanding workloads to ensure that the team is meeting/exceeding service level targets.
• Participate with the Manager in the recruitment, interviewing, selection and development of staff and onboarding.
• Review and analyze productivity results for the department and each individual team member.
• Conduct quality control audits and provide the results to the Manager and individual team member
• Provide continuous feedback and updates to management on development of team members, concerns and recommendations that affect interim and performance reviews, promotions, and terminations.
• Investigate and resolve escalated client and advisor issues relating to Individual Life New Business policies or administrative issues; escalating to Field Specialist and Manager when necessary.
• Maintain critical working relationships with multiple distribution channels including Advisors, Sales Manager’s, Life Consultants and Regional Sales Consultants.
• Develop and implement training programs for all positions and functions within in the Individual Life Service Centre
  
  
  

How You Will Succeed

• You influence change and are committed to continuous improvement, in order to exceed client expectations.
• You leverage critical thinking skills to identify problems and proactively propose solutions.
• Your strong communication skills allow you to clearly convey messages.
• You’re an effective team player who shares knowledge to support your peers.
  
  
  

To Join Our Team

• You have 3 years of previous experience specific to the life insurance industry
• You have an ACS(Associate, Customer Service) designation
• You are working towards LOMA (Life Office Management Association) designation.
• You have demonstrate the ability to take initiative and use good judgement
  
  
  

What You Need To Know

• You will be subject to a Background check as a condition of employment, in the event you are the successful candidate.
  
  
  

What’s in it for you?

• Training and development opportunities to grow your career.
• Flexible work options and paid time off to support your personal and family needs.
• A holistic approach to your well-being, with physical and mental health programs and a supportive workplace culture.
• Paid volunteer days to give back to your community.
• In addition to our competitive salary and incentive programs, eligible employees also benefit from a comprehensive total rewards package including group retirement savings plans, pension and benefits (e.g., health and wellness, dental, disability and life coverage), mental health support and an employee assistance program.