Document Services Technician - Level 1

At Equitable Life of Canada, we realize that your work life is not just about performing a job; it's about being part of a workplace that helps you grow and reach your full potential. Within our friendly and collaborative work environment, we recognize that the key to our growth and success is a dedicated, motivated and customer-responsive staff. Join Equitable Life today.
Position Title: Document Services Technician
Reports To: Supervisor, Document Services
Department: Corporate Document Centre
Term: Permanent Full-Time
Work Arrangements: We are currently working remotely, and we will be moving to a hybrid model when our office renovation is complete (approximately November 2023), coming into the office a minimum of 2 days per week, every other week on designated days.
The Opportunity: Equitable Life is on the search for a new Document Services Technician. This role will be responsible for ensuring that all incoming documentation to Equitable Life is received by the appropriate business area in a timely manner, through both electronic (Image) environment, and manual delivery. This will include ensuring outgoing mail is collated, sorted and sent via the appropriate channel (Courier, Canada Post) within prescribed timelines and being accountable for securing, processing bank deposits, and maintaining inventory of all incoming cheques and cash to Equitable Life and completion of all required audits.
Don't miss your chance to work for one of Waterloo Region's Top Employers for 15 years in a row!
What you will be doing:

• Scan all documents and review images for quality control
• Open mail, and immediately assess, prep and scan documents – requires detailed knowledge of each business area and their differing requirements for forms. (200+ different documents)
• Review documents and make decisions on how to split apart based on business rules
• Completion of multiple daily audit procedures for Money In, returned mail processing
• Shares responsibility for managing vendor relationships – including issue resolution and service level management
• Using multiple systems (KTM, OnBase, Outlook) electronically code/name each image (validation) ensuring excellent accuracy on data entry
• Miscellaneous administrative functions within the department (welcome letters, VAX contracts, scanned apps, dashboards, etc.)
• Problem solve/provide support for all Equitable business teams (OnBase issues, original retrieval, mail delivery questions and issues)
• Responsible for ensuring Print processes are in control and output is in proper order following any issues that occur
• Routinely provides stakeholders with status updates on service issues
• Build test cases for Project implementations
• Address changes requiring extensive investigation of owner and insured records on multiple systems, (Ingenium, Unitrax, Vax), with correspondence to Advisor of record
• Prepare client contracts for mail out.Includes Audit of print from IT Operations, Appropriate sorting of contracts for delivery to business or mailing; binding contracts, final QA check on completeness of client contract mailing
• Complete testing of new forms or processes for IT project implementations
• Accountable for securing, processing bank deposits, and maintaining inventory of all incoming cheques and cash to Equitable Life
• Create/follow and improve established processes, procedures and established standards to ensure the stability of the environment with minimal disruption to the business
• Data Centre Facilities - Share responsibility for the operation, maintenance and security of data centre facilities, systems and data
• Pulling and re-filing of client records, paper and microfiche files
• Collate mailings, stuffing of envelopes (manually and by machine) for mail out.
• Open, identify and organize all documents entering Document Services
• Preventative measures to ensure reduced risk of privacy breaches
• Know and perform 50+ different work processes

What you will bring:

• Attention to detail, with an ability to identify when processes are not working appropriately
• Good communication skills; both verbal and written
• Confidentiality of all client records and documentation
• Ability to work effectively in team environment
• Excellent data entry skills with the ability to process high volumes under strict timelines
• Strong organizational skills with attention to detail, to ensure work is sent to the correct business workflow
• Ability to multitask in a fast-paced environment
• Ability to deliver efficient and responsive customer service including some client correspondence to Equitable business units and MGAs/Advisors
• Punctuality
• Ability to problem-solve and make decisions on ambiguous documentation
• Operation and maintenance of Microfiche machine and supplies
• Knowledge and application of document types (200+) for all lines of business, corporate and operational
• Learn various internal systems such as: Ingenium, BMS, Unitrax and VAX policyholder system, FASAT, salesforce system, KOFAX, OnBase Client, OnBase Scan, FASAT and KTM software programs
• Sound working knowledge of MS Office, Windows/Word; Excel, Adobe Acrobat, Internet and keyboarding skills
• Work with Purolator, ICS and Canada Post delivery systems
• Knowledge of FAX and copier functions, including clearing of problems
• Ability to learn and apply new system applications
• Operation of various scanning hardware: OPEX, VIDAR and KOFAX

What’s in it for you:

• A company subsidized cafeteria with a variety of daily options
• A healthy work-life balance with employee wellness top of mind
• Employee resource groups that support an inclusive work environment
• Regular EQ Together events focused on company togetherness and collaboration
• We value open, honest communication between team members, challenging each other to continually improve

As part of the recruitment/offer process you will be required to:

• Undergo a criminal background check
• Provide two professional references (minimum one supervisor and above)

To learn more about Equitable Life, we encourage you to explore our organization.
At Equitable Life, we are committed to providing equal access to employment opportunities across our organization. Please contact our HR team at [email protected] if you would like to receive our job postings in an alternative format or require an accommodation with the application process.
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