Complaint Liaison - 12 month contract

The Complaint Liaison is part of the Ombudsman’s Office team, which is responsible to support the mandate of the Ombudsman by responding to and tracking customer complaints, as well as other regulatory requirements.

This role is responsible for the review / investigation of customer complaints, as well as liaising with customers and business areas.

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.

What you will do 

Reporting to the Assistant Ombudsman you will support the mandate of the Ombudsman’s Office. This includes:

• Investigating and analyzing escalated customer complaints.
• Working with business area leaders to understand the handling of files and negotiating complaint resolutions, if warranted.
• Preparing written summaries and maintaining thorough complaint files.
• Preparing clear and concise final position letters for customers.
• Liaising with OmbudService for Life and Health Insurance to ensure complaints are appropriately reviewed, files are transferred for external review, and any r recommendations are accurately communicated and considered by the business area.
• Championing the complaints maturity model and continually striving for enhancement by identifying gaps and opportunities for process improvement (Total Quality Management).  

What you will bring 

• 5 + years experience within insurance industry
• Exceptional customer service
• Excellent written and verbal communication skills (using plain language)
• Strategic thinking, agile mindset and problem-solving skills
• Strong sense of accountability, ownership, and ability to work independently
• Strong collaboration and relationship building skills
• Ability to neutrally investigate a situation and consider multiple perspectives, without personal opinion or bias.
• Excellent organization and time management skills with the ability to respond to changing priorities, while meeting regulatory response times.

Given the size and scope of our organization, we have the flexibility for this position to be located in the following head office locations: Montreal, Toronto, London, Winnipeg.

Be your best at Great-West Lifeco and Canada Life - Apply today! 

Great-West Lifeco Inc. is a leading international financial services holding company headquartered in Canada with interests in life insurance, health insurance, retirement and investment services, asset management, and reinsurance businesses. It operates in Canada, the United States, and Europe under the brands: Canada Life, Canada Life Germany, Canada Life UK, Canada Life Reinsurance, Empower Retirement, Putnam Investments and Irish Life.

In Canada, Great-West Lifeco operates under the Canada Life brand, offering a broad portfolio of financial and benefit plan solutions and serves the financial security needs of more than 12 million customers. Globally our combined companies have approximately 24,500 employees, 205,000 advisor relationships, and thousands of distribution partners – all serving more than 30 million customer relationships across these regions.

Being a part of our organization 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 are 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.

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.

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

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