Scotiabank

Bilingual Insurance Representative

Scarborough, Ontario, Canada

POSITION SUMMARY:

The Insurance Representative provides quality sales and service to customers by giving prompt, accurate and professional resolution to telephone, online and written inquiries through effective use of the Customer Experience Model. Resolution includes accurate completion of all required activities and transactions.

You must utilize your advisory, service, and sales skills to meet client's life and health insurance needs. They are accountable to meet all legal and compliance requirements, while providing courteous and prompt sales and service to customers.

You are responsible for contributing to the growth of ScotiaLife's profitable business through the placement of outbound service calls, responding to inbound calls, up-selling, cross-selling and retention activities. You will be measured by set objectives.

In the ongoing interaction with others, you will deliver sales and service consistent with our Core Values of integrity, respect, commitment, insight and spirit and with our Corporate Strategies of:

• Building deeper, more profitable customer relationships - through a true sales and service organization and culture
• Optimizing the use of shareholder capital and human capital
• Building on our core strengths-customer satisfaction, our people, diversification, expense management, risk management and execution

KEY ACCOUNTABILITIES:

1. CUSTOMER

• Assume full responsibility for providing customers with a professional, courteous and positive experience on a consistent basis by analyzing needs, providing knowledgeable, accurate information, advice and solutions and following through on commitments.
• Provide customers with excellent service levels within the parameters established by Scotia Life by effectively managing own workload, staying available and ready to receive customer requests.

2. FINANCIAL

• Build and strengthen customer relationships through activities associated with maximizing opportunities to promote Scotia Life insurance products.  Contribute to the achievement of esablished financial objectives.

3. OPERATIONAL

• Maintain strict adherence to our Guidelines for Business Conduct and security procedures with respect to assigned authorities and responsibilities, reporting any unusual occurrences to a supervisor promptly.
• Accountable to meet all legal and compliance requirements in relation to insurance sales and service activities.
• Achieve and maintain required service level standards (i.e.: schedule adherence, calls per hour, and script disclosure).

4. PEOPLE

• Participate actively in team activities/initiatives and take responsibility for self learning and development.
• Ensure that annual continuing education requirements are met in order to maintain Life License.

QUALIFICATIONS:

• Excellent analytical, communications (oral and written) skills in English and French
• Licensed Life Insurance Agent (LLQP designation in Ontario or Quebec) is ideal but not required
• Strong computer and keyboarding skills of minimum 30 wpm
• Minimum 1 year of customer service experience - preferably in a contact centre environment

OTHER INFORMATION:

• The position operates within a standard, extended hours Contact Centre environment. Customer interactions are constant and via telephone and email, which results in restricted mobility.
• Bilingual - French is required
• Hours: 11 am to 7pm EST
• Location: Eglinton and Birchmount, Scarborough

The Scotiabank Group is an equal opportunity employer and welcomes applications from all interested parties. We thank you for your interest, however, only those candidates selected for an interview will be contacted.
No agencies please.