Permanent Full Time 

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Role description  

We are looking for a Senior Complaints Liaison to join the Complaints Office and work closely with our customers and our internal business partners to help ensure that customer complaints are handled effectively, efficiently and fairly. 

In this role, you’ll be joining a dedicated and collaborative team where you are challenged to make a difference to the company and its customers. You’ll be required to effectively solve complex problems and be an outstanding communicator while meeting regulatory requirements and aligning with our company’s values and goals. If you are looking to apply your financial industry knowledge in a fast-paced and agile environment, this opportunity is for you!  

What you will do   

• Investigate complex escalated customer complaints. 

• Interview customers and independently and efficiently review and analyze large volumes of documentation in files to identify the information relevant to the case. 

• Work with business area leaders to understand reasons for decisions and negotiate complaint resolutions, if warranted. This can include presenting to senior leaders while influencing the right outcomes. 

• Prepare written summaries of cases and clear and concise final response letters to customers within regulator imposed or company recommended time frames.  

• Respond to requests and inquiries for information from regulators and alternative dispute resolution bodies (OmbudService for Life and Health Insurance), ensuring files are transferred for review within timelines. Identify and clearly communicate trends from regulator interactions to senior leaders. 

• Serve as a subject matter expert for complaint management and act on behalf of the Assistant Complaints Officer in their absence. 

• Mentor other team members, providing guidance and support. 

• Develop and implement protocols and best practices to improve the efficiency and effectiveness of the Complaints team. 

• Conduct training sessions and workshops for team members and complaint handlers in other departments where required. 

• Perform strategic analysis of complaints data and support preparation of reports to senior leaders, continually striving for enhancement by identifying gaps and opportunities for process improvements. 

• Lead execution of special projects to enhance the effectiveness and capabilities of the Complaints Office team. 

What you will bring  

• University degree plus experience and knowledge of the legal, compliance, financial, and/or insurance industries  

• Bilingual (French/English) is a strong asset 

• Demonstrated knowledge and experience resolving complaints and/or conflicts 

• Excellent written and verbal communication skills  

• Strong critical thinking, conceptualization, presentation and communication skills to effectively resolve complex issues and influence stakeholders 

• Strong sense of accountability, ownership, and ability to work independently  

• Strong relationship building, people management and leadership skills with an exceptional ability to make things happen through influence and by nurturing key partnership relationships 

• Ability to neutrally investigate a situation and consider multiple perspectives, without personal opinion or bias 

• Sound judgment and strong analytical skills to identify opportunities for enterprise collaboration 

• Dispute resolution skills and the ability to recognize and mitigate risk while balancing potentially conflicting positions 

• Excellent organization and time management skills with the ability to respond to changing priorities, while meeting regulatory response times 

• Analytical and forward-thinking, with an awareness of emerging regulatory compliance trends and strategic deliverables 

This is a hybrid position and the team attends the office three set days per week with the option to work remotely on other days. 

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The base salary for this position is between  $63,500 - $117,400 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.

Be your best at Canada Life- Apply today!

Being a part of Canada Life means you have a voice. This is a place where your unique background, perspectives and talents are valued, and shape our future success.

You can be your best here. You’re part of a diverse and inclusive workplace where your career and well-being are championed. You’ll have the opportunity to excel in your way, finding new and better ways to deliver exceptional customer and advisor experiences.

Together, as part of a great team, you’ll deliver on our shared purpose to improve the well-being of Canadians. It’s our driving force. Become part of a strong and successful company that’s trusted by millions of Canadians to do the right thing.

Canada Life serves the financial security needs of more than 13 million people across Canada, with additional operations in Europe and the United States. As members of the Power Financial Corporation group of companies, we’re one of Canada’s leading insurers with interests in life insurance, health insurance, investment and retirement savings. We offer a broad portfolio of financial and benefit plan solutions for individuals, families, businesses and organizations. 

We are committed to providing an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of the communities in which we live, and to creating an environment where every employee has the opportunity to reach their potential. 

It is our priority to remove barriers to provide equal access to employment. A Human Resources representative will work with applicants who request a reasonable accommodation during the application process. All information shared during the accommodation request process will be stored and used in a manner that is consistent with applicable laws and Canada Life policies. To request a reasonable accommodation in the application process, contact talentacquisitioncanada@canadalife.com.

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

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