National Office Contact Centre Representative

CFMWS. A job with purpose. Our 4000+ person strong organization champions a healthy, fun, creative and active lifestyle for Canadian Armed Forces members, Veterans and their families. Help us deliver a variety of recreation and fitness programs, offer family support, organize charity events and make sure our members access retail, travel and banking discounts and customized financial services. At Canadian Forces Morale and Welfare Services (CFMWS), we love what we do. And we live it too.

A full suite of financial solutions, tailored to the realities of our Canadian Armed Forces Members and their families, is offered through the SISIP Financial division within CFMWS. In addition to conventional insurance, investment and financial advice products and services, we pride ourselves in delivering preventative financial education and, where required, counselling, to support our members’ financial wellbeing. At SISIP, we keep our members at the center of everything we do. Our ultimate target is the right solution at the right time for our members, and our commission-free environment reinforces this. As a social enterprise, the profits we make help fund programs within the Canadian Armed Forces (CAF) community to benefit members and their families.

SISIP Financial services are available to Canadian Armed Forces Members both virtually and in-person. We have 23 offices located in CAF communities across Canada. Our national office is located in Ottawa.

Under the direction of the Senior Manager, Operations and CRM Specialist, the National Office Contact Center Representative responds to client calls, web inquiries, and identifies and resolve issues that arise when interacting with clients. They draft and edit responses to inquiries including researching for reference documentation, monitoring, re-directing and appropriate follow-up. They perform outbound proactive calls to members to review and ensure insurance coverage needs are current. They coordinate with insurance companies to address issues related to rules, regulations and procedures, provide information on the status of a client’s account, and reply to clients on matters and questions. They leverage the Customer Relationship Management (CRM database) to log applications, forms and documents, analyze and track client interactions/calls to ensure accuracy of the client data for future follow-up, upload/download reports, reconcile discrepancies and ensure corrective action is taken. They process life insurance application forms in accordance with financial and medical guidelines and operating procedures for life insurance coverage exceeding $1M.

Education, Certifications and Licenses

College Diploma or certificate in Business Administration or a related field AND some years of experience in a related field

Experience

In medical and financial underwriting

In office administration practices and procedures

In applying policies, procedures and legislation

In proofreading and auditing records/files

In data entry, data manipulation, record keeping and retrieval techniques

In preparing reports In a call center environment (inbound and outbound)

In drafting correspondence and reports In maintaining electronic and manual filing systems

In client service

Competencies

Client focus, organizational knowledge, communication, innovation, teamwork and leadership.

Coordinate correspondence responses and enquiries including researching for reference documentation, monitoring, re-directing and following up on correspondence and enquiries, draft and edit correspondence, reports.

Coordinate with insurance companies to address issues related to rules, regulations and procedures.

Provide information on the status of a client’s account and reply to clients on matters and questions.

Log applications, forms and documents in the Customer Relationship Management (CRM) database.

Process life insurance application forms in accordance with financial and medical guidelines and operating procedures for life insurance coverage.

Provide advice and guidance on the interpretation and application of policies, procedures, guidelines and plans, pay allotments, long-term disability, insurance products, coverage eligibility, named beneficiaries, insurance products and financial counselling.

Language Requirement:

Bilingual (English and French) Essential

Reading: Advanced

Writing: Functional

Oral: Advanced

Start Date: November 18, 2024

This is a hybrid position with an assigned work location allowing the employee to work partly from a corporate office and partly from a home office in accordance with the CFMWS Flexible Work Options Policy, and with approval from the direct manager.

The selection process will be done virtually.

Relocation benefits will not be provided.

Salary plus Employee Performance Plan.

Health Benefits: Drug coverage, healthcare spending account, virtual care (telemedicine), Employee and Family Assistance Program, mental health support, travel insurance, dental, vision, life insurance, disability insurance and accidental death and dismemberment coverage.

Work Life Balance: A wide range of paid/unpaid leave, including paid vacation, family related leave and personal days.

Retirement Planning: A Defined Benefit Pension Plan and Group Savings Plans.

Learning and Development: Payment of professional association memberships, online learning opportunities including a LinkedIn Learning subscription and second language training.

Perks: Discounts through CF One Member Appreciation.

CFMWS is committed to providing an inclusive, equitable and accessible environment, where all employees feel valued, respected and supported. We welcome applications from all qualified candidates who can help us build a workforce that reflects the diversity of Canadian society. Workplace accommodation measures are available to all candidates identifying a need during the selection process.