Co-operators Looking for System Support Representative at Calgary, Alberta, Canada Full Time

Department: Advisor Alliance

Employment Type: Regular Full-Time

Work Model: Remote-Based

Language: Bilingualism in English and French is required.

The Opportunity

We are a leading Canadian financial services co-operative 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.

The System Support Representative is responsible for providing client service support to Financial Advisors and internal staff on policy and billing applications in a contact centre environment. They are responsible to investigate, analyze, prioritize and determine the best course of action to take on workflows and processes with limited direction and escalate when necessary.

How You Will Create Impact

• Provide National procedural/technical guidance in the completion of activities within the Auto and Habitational applications.
• Provide procedural and navigational guidance to District/Agency staff for the ECM application.
• Complete thorough investigation of problems and the resulting resolution with respect to support applications (Auto, Habitation, ECM).
• Maintain performance/service standards as outlined in the department.
• Create and document detailed information records in the Incident Management database tool.
• Follow up on outstanding records and document resolutions.
• Complete accounting memos and transactions to document and finalize money transfers and policy balancing generated from calls or accounting reports.
• Identify system/procedural/workflow situations and review with the Coach when necessary.

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 completed post secondary education.
• Two (2) years related work experience, including knowledge of Personal Lines products and systems.
• Actively working towards Chartered Insurance Professional (CIP) designation (Asset)
• Knowledge of mainframe systems, LAN environment and phone centre technology is an asset.
• Call centre experience is an asset.
• Proficiency in both English and French is essential to the main duties in this role, including servicing and communicating primarily with majority anglophone and francophone clients, groups, and teams. The essential non-French duties are not assignable to adjacent or other team members.

What You Need To Know

• This role operates in a call centre environment where a high level of audio and visual concentration is required for extended periods of time.
• Rotational shifts outside of standard business hours, Monday through Friday.
• Extended work hours, including weekends, may be required.

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.
• A comprehensive total rewards package, including competitive salary, bonus, pension and benefits.