• Job Description

  Req#: 8391

  Job ID: 8391

  
  Working Business Language : English; this role is considered a head-office role and will be required to communicate with internal stakeholders across Canada where the primary business language utilized is English
  

  
  Salary: At Wawanesa, salary is only one component of a holistic, comprehensive and competitive offering that we provide to our employees. In addition to salary, full-time and part-time permanent employees are eligible for an annual bonus plan, leave of absence top-up programs and provided with generous vacation time, personal days, premium free benefits and pension plan.
  

  The salary offered for this role is determined with consideration to various factors, including but not limited to: your work location, local labour market conditions, external market salary data, internal pay equity and the knowledge, skills, experience and anticipated proficiency in the role. The salary offered is estimated to be within the following range: $62,000- $87,000. Candidates with salary expectations outside of the range are still encouraged to apply.

  About Us
  At Wawanesa, we’re proud to offer a hybrid work environment that offers flexibility to our employees in balancing in-office (2 days per week OR 15 hours per week in a Wawanesa office) and remote work. You may work from any of the following locations: Winnipeg, MB; Wawanesa, MB; Vancouver, BC; Calgary, AB; Edmonton, AB; Lethbridge, AB; Toronto, ON; Kitchener, ON; Thunder Bay, ON; Ottawa, ON; Montreal, QC; Moncton, NB; Dartmouth; NS
  

  The Wawanesa Mutual Insurance Company (“Wawanesa Mutual”), founded in 1896, is one of Canada’s largest mutual insurers, with over $3.5 billion in annual revenue and assets of $10 billion (CAD). Wawanesa Mutual, with its National Headquarters in Winnipeg, is the parent company of Wawanesa Life, which provides life insurance products and services throughout Canada, and Western Financial Group, which distributes personal and business insurance across Canada. Wawanesa proudly serves more than 1.7 million members in Canada, and we are home to more than 3,600 employees distributed across the Canadian regions and communities where we operate. We give back to organizations that strengthen communities, donating more than $3.5 million annually to charitable organizations, including over $2 million annually in support of people on the front lines of climate change. To learn more visit wawanesa.com.

  
  We are currently looking for dedicated, driven, and enthusiastic individuals who thrive in an environment that welcomes change and are looking for an opportunity for diverse experience and advancement on a growing team.
  

  Job Overview

  The Early Resolution Specialist is responsible for supporting the Office of the Ombudsman by collecting and responding to various sources of customer complaints, inquiries, and feedback and . The Early Resolution Specialist is also tasked with early resolution of complaints, thereby preventing complaints from escalating. This position also serves as a liaison between customers and Wawanesa functional areas and regional employees.

  Note: this role is a term position, expected to be 12-18 months in length.
  
  Job Responsibilities

  Supports Wawanesa’s Office of the Ombudsman by:

  • Regularly monitor multiple channels (i.e., email, phone, etc.) for member complaints, inquiries and feedback;
  • Act as the first point of contact for all member complaints, inquiries and feedback, including those sent directly to senior executives (including the CEO);
  • Respond to members directly to address concerns and / or gather additional information;
  • Triage complaints, inquiries and feedback to appropriate functional areas for handling, in accordance with appropriate guidelines and delegation protocols;
  • Ensure that all complaints are acknowledged in a timely manner and that members and other internal and external stakeholders are kept informed of progress throughout the complaint process;
  • Guide members through the complaints management process and ensure that every complaint is given the appropriate level of attention and that members are treated in a way that is fair, consistent, meets or exceeds their expectations throughout the complaints process;
  • Actively engages in early complaints resolution in order to ensure complaints are handled appropriately and to prevent them from escalating;
  • Follow up on unresolved issues, ensuring appropriate steps are being taken for satisfactory resolution;
  • Acts as the primary point of contact on Branch Position Letter writing for Supervisors and Managers, to ensure letters are effective and include appropriate language, information, tone and manner.
  • Document incoming complaints, inquiries, and feedback and Collect and analyze data to determine root cause and identify systemic improvement opportunities;
  • Acts as liaison for regulator inquiries;
  • Fosters strong relationships with internal stakeholders;
  • Conducts education sessions and/or lunch ‘n learns to educate and promote function of Ombuds team.
  • Informally mentors and/or onboards more junior/newer team members; and
  • Perform other related duties as assigned.

  Qualifications

  • Three-five years’ experience in a professional customer-focused capacity, preferably within a customer service or complaint management program (i.e., Office of the Ombudsman)
  • Critical thinking and creative problem-solving skills to interpret the needs of members and resolve their issuesAbility to work independently and in a team environment
  • Frequent exposure to high-intensity situations
  • Ability to remain calm under pressure
  • College Diploma or University Degree, preferably in Business Administration, , Social Sciences, or other related field
  • Previous experience in the insurance industry and / or an Office of the Ombudsman is considered an asset.
  • Ability to gather and analyze information from numerous sources
  • Strong ability to multi-task, prioritize and work independently and in a team environment
  • Able to effectively communicate both verbally and in writing
  • Strong interpersonal skills to act with tact, diplomacy, integrity and professionalism in sometimes confrontational or sensitive situations; good conflict resolution skills; ability to build productive partnerships and networks with internal and external stakeholders
  • Ability to remain calm under pressure
  • Advanced proficiency in Microsoft Office (Excel, Word, PowerPoint)

  
  Wawanesa is proud to be one of Manitoba’s Top Employers , a Kincentric Best Employer in Canada and a Forbes Best Employer in Canada recognizing an exceptional place to work!
  
  
  Diversity Equity, Inclusion & Belonging
  Wawanesa is an equal opportunity employer and is committed to fostering a diverse workforce that is equitable and inclusive for all. Wawanesa provides equal employment opportunity to all employees and applicants without regard to an individual’s protected status: race/ethnicity, colour, religion, creed, sex or gender, sexual orientation, gender identity or expression, family or marital status, pregnancy/childbirth or related conditions, national origin, disability, military or veteran status, or any other protected status. Disability or medical-related accommodations are available upon request throughout all aspects of the recruitment and selection process. Candidates requiring reasonable accommodations may contact, in confidence, jobs@wawanesa.com .

  If you are interested in this exciting, challenging position with Wawanesa, apply today with your Resume.

  
  All Wawanesa job applicants are subject to Wawanesa's Privacy Policy .

• About the company

  Wawanesa Insurance—officially The Wawanesa Mutual Insurance Company, also known as Wawanesa Mutual or simply Wawanesa —is a Canadian mutual insurance firm, as well as among Canada's ten largest property and casualty insurers.

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