Customer Support Administrator (Life Insurance)

WHO WE ARE Greenstone is a leading distributor of direct-to-consumer insurance solutions in Australia, New Zealand and now Canada. Backed by majority shareholders Ontario Teacher’s Pension Plan ( OTPP ) and Caisse de Dépôt et Placement du Québec ( CDPQ ), we've expanded into the Canadian market, introducing affordable, high quality insurance products. Our commitment to data-driven decision-making and a continually evolving product offering reflects our dedication to meeting the ever-changing needs of our customers. Renowned for award-winning customer service, we leverage technology and analytics to design, administer, market, and distribute a variety of insurance products in collaboration with the world’s most trusted underwriters. Join us in shaping the future of insurance. PURPOSE OF THE ROLE The Customer Support Administrator is responsible for all non-call administrative activities, including but not limited to correspondence and fulfillment, email management and miscellaneous administrative tasks. The Customer Support Administrator is responsible for receiving and processing these work items following all internal policies and guidelines. The administrator will ensure that with every interaction, the highest levels of attention to detail and customer focus are provided, and within agreed time frames. KEY ACCOUNTABILITIES The following aspects of this role are indicative only and in no way limit the Company in allocating additional accountabilities (specific tasks, projects, or related activities) to the employee, within the scope of the employee’s level of competence, experience, knowledge, and qualification. Correspondence and Fulfillment Daily monitoring platforms daily for failed email transmissions Monitoring mailboxes for requests to mail documents. Retrieving, printing and collating documents in preparation for mail. Printing envelopes, using postage meter and preparing envelopes. Creation of documents via MS word and converting into PDF in preparation for mail or email. Ensure all internal requests for correspondence requests are managed within agreed service standards while also adhering to the process requirements of the business. Daily mail runs to Canada Post Maintain daily reporting of correspondence volumes. Ensure that a high level of product, process and systems knowledge is always maintained. Ensure all follow-up requests are completed within agreed service standards. Adhere to role KPI’s Other Administration Management and monitoring of all support mailboxes, ensuring all customer inquiries are responded to within SLAs. Responding to and actioning internal emails. Distribution/assignment of email to licensed team members where appropriate team for response and follow up. Complete various administration tasks within the agreed service standards. May assist in the administration of the knowledge management tool and the administration of customer feedback as required. Identify and report any anomalies in the administration of customer service and experience. Support the team in ad-hoc activity where required. Position Requirements Essential Understanding and experience of a customer service environment and the ability to provide customers with the highest levels of customer experience and quality. Commitment to the delivery of exceptional customer service in all customer interactions. Highly empathetic. Excellent listening, verbal and written communication skills. Attention to detail and highly organized, ability to work independently. Demonstrated problem-solving ability. Proven ability to build and maintain rapport. Demonstrated ability to multitask, work under high pressure and meet strict deadlines. Desirable Previous experience specifically within a Life insurance Administration / Customer Care/ Complaints department and a demonstrated understanding of business processes and procedures. Previous experience is a support administration role. Knowledge of customer support department business processes and procedures. Competent touch-typing abilities. BENEFITS That's why you can expect to be rewarded for the hard work you put in through job satisfaction, career development and the fantastic range of benefits we offer: What's in it for you? Funded Induction product training and ongoing coaching and support 4 weeks' vacation leave per year 10 Sick days 100% employer paid health benefits $500 Health spending account Parental leave top-up 5% RRSP matching Growth opportunities Free weekly lunches and more Apply Now! If this role interests you, we would love to hear from you!