Certificate Change & Reinstatement Specialist

Career Opportunity

Role Title

Certificate Change & Reinstatement Specialist

Purpose of role

The Certificate Change and Reinstatement Specialist is responsible for managing and processing certificate change requests and reinstatement applications for customers. This role involves ensuring all requests are handled efficiently and in compliance with company policies and industry regulations. The specialist will maintain accurate records, provide excellent customer service, and collaborate with underwriters, agents, and other departments to ensure seamless certificate adjustments and reinstatements. This role requires the individual to handle both inbound/outbound calls and administrative work simultaneously.
To be successful in this role, you will:
• Assign a high priority to customer service excellence and understands the value of customer satisfaction in driving success.
• Have excellent written and verbal communication skills, including delivering difficult messages to agents/members.
• Have a strong aptitude for working with figures, calculations, and attention to detail.
• Take ownership and responsibility for resolving customer concerns with every interaction.
• Demonstrate leadership, model customer service values and drive quality and process optimization while supporting the organization’s key priorities.
• Demonstrate ability to prioritize own work, work effectively under pressure and time constraints (weekly, monthly and year-end deadlines) while delivering quality service.
• Continuously learn about customers, their priorities and their expectations
• Be flexible, personally embrace change and commit to continuous learning. Display high energy, passion and a positive attitude.
Key benefits of this role:
• Full time schedules with weekends off
• Full benefits package and pension with company match
• Vacation time and bonus structure
• All required equipment/hardware provided
• Supportive management and co-workers
• Diverse and inclusive working environment
• Constant opportunity to learn, grow and advance your career

Job Description

Key Responsibilities

• Manage, organize and update relevant data information into the respective administration system
• Review, analyze, and process requests for changes to existing insurance certificates, including coverage modifications, beneficiary updates, and endorsements
• Complete in-depth calculations for purposes of quotes requested internally or externally
• Review and verify eligibility of request, including assessing any required underwriting or payment of overdue premiums
• Liaise with the Underwriting team and Product Solutions Group, to resolve issues regarding validating requirements and confirming product information
• Assess product guidelines to ensure changes meet legislative and corporate requirements
• Answering inbound and outbound service-related calls from the Experience Center
• Contribute to customer loyalty initiatives by supporting efforts to enhance customer satisfaction and retain business
• Responsible for review and processing of all US change and reinstatement requests, (contractual and non-contractual) to ensure required documents are submitted and comply with legal and contractual provisions
• Input all change requests on the various administrative systems, NB+U, Vantage, CRM, and CRM
• Achieve or improve on established SLA ‘s, identifying opportunities for process improvements
• Submit appropriate documentation to Commissions Team to facilitate Producer compensation
• Investigate and escalate system rejects to either Team Leader and/or Help desk for resolution
• Communicate with certificate holders, agents, and underwriters to clarify requests, gather additional information, and provide updates on the status of changes
• Stay informed of industry trends, legal updates, and company policy changes to ensure ongoing compliance
• Assist other team members as required during vacation, absences, and peak workload periods
• Assist in audits and reporting related to certificate changes and reinstatements

Key Qualifications

• Education: Post Secondary Education (asset)
• Experience: 2-4 years of experience in insurance administration, customer service, or a related field
• Knowledge of insurance products and regulatory requirements is an asset
• Experience with policy changes and reinstatements in the insurance industry is highly desirable
• In-depth knowledge of Foresters systems such as: Vantage, CRM, NBU EZBIZ and File Nexus
• Strong knowledge of Insurance contracts, practices and products
• Knowledge and understanding of Compliance regulations/guidelines/contract. (e.g. Audit, authorization requirements) is an asset
• Must have knowledge of Foresters products, legacy and new
• Knowledge of Microsoft Office products, specifically Excel
• Knowledge of Foresters change, reinstatement and conversion processes is a definite asset
• Knowledge of applicable state, provincial and federal legislative/regulation requirements related to form/documentation requirements
• Excellent analytical and organizational skills
• Proficient use of online applications (e.g., ordering of underwriting requirements and MIB searches)
• Demonstrated mathematical aptitude and strong data analysis skills with attention to detail and accuracy
• Ability to balance high productivity with superior quality, while managing daily workflow to meet deadlines
• Ability to multi-task and re-prioritize workload as required, while working in a fast paced and ever-changing environment
• Demonstrated ability to take ownership of any errors to ensure resolution
• Ability to handle sensitive information with confidentiality
• Demonstrated problem solving and conflict resolution skills
• Must be able to work independently, with little supervision in a team environment
• Must be currently enrolled in LOMA or committed to completing LOMA courses once in the role
• Bilingual (Spanish) is an asset
• Must be available to work rotating shifts between the hours of 8:00 am and 6:00 pm and provide coverage on some Canadian Statutory holidays
  #LI-Hybrid

Equal Opportunity Employment and Inclusion – at Foresters Financial, we are committed to sustaining an equal opportunity environment for all job applicants. We embrace Inclusion, Diversity and Equity (IDE) as a core strategic objective for building strong, innovative teams in which all our employees can show up wholly and authentically as themselves.

Foresters Financial strives to provide an accessible candidate experience for prospective employees with different abilities. If you anticipate needing any type of accommodations during the recruitment process, please email [email protected] in advance of your appointment.

Thank you for choosing Foresters. Only those candidates who will be selected for further consideration will be contacted by our Talent Acquisition Team.