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Use your initiative, problem-solving and analytical skills to resolve escalated customer complaints as quickly and efficiently as possible, to the highest possible standard.

Ombuds - Insurance

As the Ombuds, reporting to the VP, Customer Experience, you will conduct thorough and impartial investigations of all issues relating to customer concerns focusing on objectively arriving at a fair, fact-based resolution. You will also be responsible for identifying product or service concerns to the senior leadership team to support enhancements to client services.

Here is what a typical day looks like

• Investigating, reviewing, and reporting complaints regarding disputes and providing recommendations to business leaders to mitigate future risks and concerns
• Triaging and taking ownership of individual cases/complaints from receipt to conclusion, ensuring that all are handled to the highest possible standard of customer care and within the agreed Service Level Agreements
• Evaluating the most valuable way to communicate with a broad range of customers, both internal and external through our multi-channels
• Ensuring a suitable and timely resolution of complaints
• Engaging in informal information gathering to better understand an issue from all perspectives
• Developing and providing clear, comprehensive, and informed response letters and emails to complainant and respondent for ongoing status and conclusion of complaint
• Implementing and operationalizing procedures, policies, or protocols to meet service standards and providing recommendations on policy development and service delivery improvements
• Consulting with department leaders and appropriate individuals to develop cooperative strategies for resolving concerns and complaints
• Managing effective record keeping, ensuring accurate documentation of all cases and complaints that are escalated through the Ombuds office

The value you bring

• RIBO, Level 1 General Insurance, CAIB, or CIP an asset
• Proven experience specifically within complaint resolution
• Post-Secondary Education and combination of relevant experience
• A customer focused mindset
• Proven ability managing conflict and having tough conversations
• Ability to professionally communicate both verbally and in writing

Hours: 37.5 hours/week

Location: Fully remote

Job Requisition #: 79264

Western Financial Group – Top 100 Canadian Employer

Our people make us who we are and we’re thankful to have been recognized as a Top Employer across Canada! We are looking for great people who share our values and want to share their unique skills with us. Western is on a mission to exceed customer expectations, and that starts with our people. Would you like to be part of our story?

As one of Canada's top insurance brokers, Western creates security and provides customized insurance solutions to over 1 million Canadians. For over a century, we've secured our neighbours' future by staying true to our Guiding Principles of Truthfulness, Fairness, Value, and Loyalty.

Health and Wellness

At Western we take pride in providing programs that add value to our people’s lives – after all, they are our greatest asset! Eligible employees receive a competitive compensation package consisting of 3 weeks’ vacation, 14 paid wellness days, company matching investment and savings programs, and 100% employer-paid group benefits, including a health care spending account