System Support Representative

Company: CGIC
Department:
Advisor Support Centre

Employment Type:

Temporary Full-Time (12 months)
Work Model:
Hybrid
Language:
English is required, French is an asset.
Additional Information:
This/these role(s) is/are currently vacant.

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 elevate when necessary.

• 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 Salesforce application.
• Complete thorough investigation of problems and the resulting resolution with respect to support applications (Auto, Habitation, Salesforce, Policy Center and Billing Center).
• Maintain performance and 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 billing transactions generated from inbound calls.
• Identify system/procedural/workflow situations and review with the Coach when necessary.

• 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.

• You have completed post secondary education.
• You have two (2) years related work experience in a call centre environment.
• Actively working towards Chartered Insurance Professional (CIP) designation is an asset.
• Knowledge of application systems - Policy Centre, Billing Centre, Genesys, Salesforce is an asset.
• This position primarily works with majority non-francophone groups, and teams located outside of Québec, and requires proficiency in English. The essential non-French duties are not assignable to adjacent or other team members.

• 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.

• 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.
• Volunteer opportunities to give back to your community.

Salary information

Expected salary range $43,550 to $72,583

The salary amount for the successful candidate is determined by Co-operators in its discretion and will vary depending on several criteria including but not limited to: local market conditions, geography and relevant job-related factors such as knowledge, skills, qualification, experience and education.

Employees may also have the opportunity to participate in incentive programs and earn additional compensation tied to individual and/or business performance, or other business metrics.