Job Description

Company: CUMIS Union
Department: Cred Ins/CU Distrib
Employment Type: Regular Full-Time
Work Model: Hybrid (2 days in office)
Language: English is required, French is an asset.
Additional Information: This/these role(s) is/are currently vacant

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.

Our Client Services team aspires to create a seamless and personalized client experience. Our professional, agile and knowledgeable team works collaboratively to understand and anticipant the needs of our clients, helping our organization to grow. We foster open communication and think innovatively to find mutually beneficial solutions for our clients.

As the Medical Tele-Interviewer you are integral to the application process for Creditor Insurance lines of business. You host phone interviews with clients to collect required information and support the application process to facilitate a positive client experience.

How you will create impact:

• Conducting telephone interviews with applicants to collect medical and non-medical information, following-up for missing data and documenting interview information into client database.

• Informing clients of the application process, service timelines and providing updates on their application status and liaising with underwriters to ensure applications are accurate and complete.

• Advising applicants of premium rate changes and initiating retention conversations with clients who have requested a policy cancellation.

• Supporting a client service culture by adhering to established service standards, policies and procedures.

• Identifying and recommending process improvements and interview script enhancements to gain efficiencies and effectively communicate with clients.

How you will succeed:

• You adapt to change and are committed to continuous improvement, in order to exceed client expectations. 

• 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 one year of experience in customer service or medical administration.

• You have completed post-secondary education.

• You have completed a medical terminology course.

• You will complete the Associate Customer Service (ACS) program via LOMA within 2 years of hire.

• You have or exceed a keyboarding speed proficiency of 40-50 words per minute.

What you need to know:

• This role operates in a contact centre environment where a high level of audio and visual concentration is required for extended periods of time.

• Strict confidentiality with respect to client’s medical history, financial status and other personal information. 

• Rotational shifts outside of standard business hours, Monday through Friday.

• You will be subject to a Background check as a condition of employment, in the event you are the successful candidate.

What’s in it for you?

• Training and development opportunities to grow your career.
• 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.

Expected salary is $50,143

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.

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