Intake Coordinator (Remote) Jobs

Job ID: 6438
Working Business Language: English
We’re proud to give our employees the flexibility to choose how and where they want to work. In this role, you can decide whether your preference is to work from home (remote), work from the office or a hybrid of time spent at both. You may work from any of the following locations: British Columbia, Alberta, Saskatchewan, Manitoba, Ontario, Quebec, New Brunswick, Nova Scotia, Prince Edward Island, Newfoundland & Labrador and/or the Yukon.
The Wawanesa Mutual Insurance Company, founded in 1896, is one of Canada’s largest mutual insurers, with over $4 billion in annual revenue and assets of $12 billion. Wawanesa Mutual, with executive offices in Winnipeg, is the parent company of Wawanesa General, which offers property and casualty insurance in California and Oregon; 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 two million members in Canada and the United States. Wawanesa actively gives back to organizations that strengthen communities where it operates, donating well above internationally recognized benchmarks for excellence in corporate philanthropy. Learn more at 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
Intake Coordinator is responsible for driving continuous improvement in Wawanesa’s Office of the Ombudsman which includes collecting and responding to various sources of customer feedback, inquiries and complaints, and managing the ongoing delivery of customer complaint resolution. This position also serves as a liaison between customers and Wawanesa functional areas and regional employees.
Job Responsibilities

• Regularly monitoring multiple channels for customer feedback, inquiries and complaints responding to customers directly to address and/or gather additional information, via phone, email, and through correspondence.
• Supports Wawanesa’s Office of the Ombudsman by:Acting as first point of contact for all customer complaints through the Ombudsman as well as those sent directly to Wawanesa senior executives (including the CEO), maximizing customer satisfaction and ensuring all complaints are acknowledged in a timely manner, and that customers are kept informed of progress throughout the complaint process.
• Triaging complaints, feedback and inquiries to appropriate functional areas for further investigation and handling in accordance with appropriate guidelines and delegation protocols.
• Determining and managing reportability of customer complaints.
• Following up on unresolved complaints and issues, ensuring appropriate steps are being taken for satisfactory resolution, that investigations are complete, thorough, professional, timely and meet regulatory reporting requirements; and that consideration for customer needs is maintained throughout.
• Provides input regularly on customer feedback trends; shares customer compliments and successes
• Documenting incoming complaints (telephone, written, electronic and in-person).
• Support discussions around root-cause issues and lessons learned from customer outreach
• Identifies customer feedback and complaint trends / patterns and best practices on a national, regional and functional area basis that could be support continuous improvement activities
• Performs other related duties as assigned

Qualifications

• 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 gather and analyze information from numerous sources
• College Diploma or University Degree, preferably in Business Administration, Economics, Social Sciences or other related field
• Advanced proficiency in Microsoft Office (Excel, Word, PowerPoint)
• Creative problem solving skills to interpret the needs of customers and resolve their issues
• Previous experience in the insurance industry is considered an asset.
• Ability to work independently and in a team environment
• Minimum of three years’ experience in a professional customer-focused capacity, preferably within a complaint management program
• Able to effectively communicate both verbally and in writing

Wawanesa is proud to be one of Manitoba's Top Employers for 2023 recognizing that we are an exceptional place to work!
Wawanesa provides its employees with a respectful, challenging and rewarding environment where they can maximize their potential while contributing to the company’s goals. Our full-time permanent employees are provided with highly competitive compensation packages (salaries, generous vacation allowance, leave top up, annual bonus plan, premium free benefits and a pension plan). Wawanesa provides a stable environment for its employees in today’s challenging markets.
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. Accommodations are available upon request throughout all aspects of the selection process. Candidates requiring accommodations may contact, in confidence, [email protected].
If you are interested in this exciting, challenging position with Wawanesa, apply today with your Resume.
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