Customer Service Representative - Creditor Underwriting

Permanent Full Time 

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We are currently hiring a Customer Service Representative to join our Creditor Underwriting Call Centre team.

In this role, you will handle inbound and outbound calls with applicants to collect medical information and complete standardized medical questionnaires. Accuracy, professionalism, and comfort with medical terminology are critical, as the information you gather directly supports underwriting decisions.

This position is well suited to someone who enjoys working in a structured call‑centre environment, follows defined processes, and is confident discussing medical information with empathy and clarity.

What You Will Do:

• Manage a high volume of inbound and outbound calls in a call‑centre setting
• Speak with insurance applicants over the phone to obtain medical information using guided questionnaires
• Accurately document medical disclosures using approved systems and workflows
• Process creditor insurance applications in accordance with underwriting requirements
• Work closely with underwriters to request or clarify additional medical information
• Maintain confidentiality and handle sensitive medical information with care and professionalism
• Meet established performance expectations, including quality, productivity, and schedule adherence
• Provide a respectful, inclusive, and supportive experience for all applicants
  
  

What You Will Bring:

• Fluency in English (verbal and written)
• Experience in a call centre, healthcare, insurance, or other structured phone‑based role
• Medical terminology knowledge (course completed or currently in progress is required)
• Comfort discussing medical information clearly, accurately, and sensitively over the phone
• Strong listening skills and the ability to follow structured questionnaires and scripts
• Excellent attention to detail and high‑accuracy data entry and keyboarding skills
• Ability to work in a fast‑paced, highly structured environment
• Professional judgement and a strong commitment to confidentiality
• A positive, collaborative approach to working with applicants and internal partners
• Reliability Status Security Clearance – this can only be completed with candidates who receive an offer of employment. This is a personal security status that is required as a condition of employment before an employee can gain access to Protected B information, assets or work sites as outlined by the Government of Canada  website.  The cost of submitting these checks will be covered by Canada Life.
  
  

This role follows a hybrid work model, with employees working in the office two (2) days per week from our London, Winnipeg, or Toronto locations, and working rotating shifts scheduled between Monday - Friday, 8:00 a.m. and 8:00 p.m. EST.

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The base salary for this position is between $39,100 - $58,600 annually. This represents base salary only and does not represent other variable compensation components of our total compensation ( i.e. annual bonus, commission etc). If you are selected to move forward in our recruitment process, your recruiter will be able to discuss additional details of our total rewards program with you.

Career opportunities will be open a minimum of 5 business days from the date of posting, closing dates will vary depending on the search activity. All applications received will be reviewed on a rolling basis.

Grow with Canada Life 

We’re united by a shared purpose: to improve the financial, physical and mental well-being of Canadians. Our company is trusted by 1 in 3 Canadians and contributes to the strength of communities across the country.  

We’re looking for people who live our values everyday: we step up, we do the right thing, and we deliver – for our customers, communities and each other. Are you someone who always strives to do the right thing, who steps up for themselves and others, and who delivers with impact? Then we want to hear from you! 

What we offer:  

We’re committed to supporting our employees through every stage of their career. Here’s what you can expect as a full-time or part-time permanent team member: 

• Career Development: Opportunities for career advancement, access to industry-leading learning programs and up to $2,000 annually towards education reimbursement. 

• Health & Wellness: Flexible health and dental benefits, plus a $5,000 mental health benefit to support your well-being. 

• Time Off: In addition to regular vacation and personal days, we support community involvement with a volunteer day.  

• Financial Security: Company-matching pension plan, share ownership program and additional investment options. 

• Rewards and Recognition: Employee recognition programs, service milestone celebrations, employee discounts and more!  
• Emphasis on Community: We provide a workplace where employees feel connected and supported through Employee Resource Groups (ERGs), mentorship programs, social clubs and events.  

Learn more about Canada Life.  

We’re committed to removing barriers and ensuring equal access to employment. Applicants requiring reasonable accommodation during the application process may contact  talentacquisitioncanada@canadalife.com. All information provided will be handled in accordance with applicable laws and Canada Life policies.  

Canada Life would like to thank all applicants, however only those who qualify for an interview will be contacted. 

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