Senior Customer Experience System Advisor

What it's like to be a Senior Customer Experience System Advisor at Northbridge Financial 

The Senior Customer Experience System Advisor is accountable for the effective execution of the end user experience for all Customer Experience systems at Northbridge Financial. As a key member of the Customer Experience team this position completes testing, conducts user training and is the user support expert post-implementation. 

This position holds the highest business system authority and is responsible for day-to-day problem solving on system issues by providing user guidance or liaising with IT system support and/or external vendors to ensure fast and effective issue resolution. In addition, the role will identify system enhancements, develop system issue workarounds, uncover training needs, and provide ongoing communication and support for users of Customer Experience platforms.

We want your talent!

If you are great at:

• Actively participate in delivery teams by providing support for the effective execution of the end user experience of all Customer Experience systems.

• Understand regional sales & underwriting procedures, use all available information sources, and stay abreast of relevant guidelines and service standards.

• Identify system training needs and support the Customer Experience Delivery Manager in the development of plans to address the identified gaps and to increase overall computer skills for end users.

• Responsible for training users on systems.

• Perform and oversee business-as-usual system business administrative tasks.

• Coordinate and troubleshoot with NBFC IT and/or external vendors to find solutions as required.

• Support other System Advisors at NBFC by sharing expertise, collaborating on problem solving and backing up other Customer Experience operations roles for absences.

• Work in collaboration with project and delivery teams as well as operational stakeholders, to support the operational transformation to the Polaris CRM Platform.

• Support user adoption and effectiveness of Customer Experience systems, as well as other aspects of our customer experience strategy as they are implemented.

If you have:

• Post-secondary school education and/or equivalent on the job experience.

• Minimum of 5 years of insurance experience, systems, or other related and transferable experience.

• Insurance designation or pursing same preferred.

• Sales and/or underwriting process knowledge is a definite asset.

• Proficiency in operational procedures, workflow, and processing functions.

• Ability to work within a PC oriented environment, including familiarity with e-mail and Internet skills.

• Proficient with Microsoft Office Suite products including PowerPoint and Visio.

• Bilingual (English / French) is a definite asset (a requirement in Quebec Region).

• Progression to Senior level based on performance and experience

We really mean it when we say we put you first. Here are a few ways how:

• Hybrid work! you get to work from the office and at home 50/50, allowing you to manage both worlds with the ease and flexibility you need.

• We offer competitive salaries and support your financial health through our employee share purchase plan, pension plans, RRSP, discounts on staff insurance, and more!

• We help you prioritize your well-being from day one through flexible health benefits, early leave days, wellness programs, rewards, and recognition programs.

• We are invested in helping you grow in your career through education assistance to complete your CIP, FCIP, CRM or other courses desired, internal mobility, Leadership training and mentoring programs.

• NBFC cares about the community and supports the causes you believe in with donation matching and team volunteer days.

Who we are:

We’re Northbridge Financial. We’re proud to be 100% Canadian and owned by Fairfax Financial. We serve through our Northbridge Insurance, Federated Insurance, and TruShield Insurance brands. We have a reputation for being one of Canada’s leading commercial property and casualty insurance company. Our employees are dedicated to understanding the needs of our customers and we go above and beyond to help Canadian businesses have a safer and brighter future. We’re a company of passionate people who put people first. Do you want to join a team that believes in working hard – and having fun at work – all while making a difference? Look no further than Northbridge.

At Northbridge Financial we embrace and celebrate you and are committed to creating an inclusive workplace for all! No matter who you are or what makes you unique, we welcome you. Please let us know how we can assist or accommodate you during the selection process.