Certificate Change Administrator

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

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

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

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.

Salary Range:$40,000.00 - $55,000.00

The actual base salary for this position will depend on several factors, including job-related skills, experience, and education. In addition to base pay, eligible employees may participate in a discretionary variable incentive plan, results are subject to both individual and company performance.

Please note that this posting is intended to fill an existing vacancy; however, there may be instances where more than one vacancy is available for the same role.

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 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.

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