Client Relationship Partner - Canada Life Limited - #2083334

Canada Life UK looks after the retirement, investment and protection needs of individuals, families and companies. We help to build better futures for our customers, our intermediaries and our employees by operating as a modern, agile and welcoming organisation.

Part of our parent company Great-West Lifeco, Canada Life UK has operated in the United Kingdom since 1903. We have hundreds of respected and supported employees committed to doing the right thing for our customers and colleagues.

Canada Life UK is transforming to create a more customer-focused business by providing our customers with expertise on financial and tax planning, offering home finance and annuities propositions, and providing collective fund solutions to third party customers.

Job Summary

You will be responsible for a portfolio of large Corporate Protection clients, to help them extract the most from their Canada Life policy. You will liaise with key stakeholders (internal and external) & actively contribute to client retention through an enhanced level of service, proposition delivery and customer knowledge.

What You'll Do

Claims communications

• To provide face to face, virtual and phone support relating to claims to pre identified key customers.
• To work with the sales team and the claims team to deliver a superior service to our key customers, ensuring our adviser partners are informed of any key developments.
• Communicate claims updates to the customer. These will include but are not limited to complex health claim decisions. Ensure the employer customer understands the reasons for claim outcomes and the impact on their overall claims experience.
• To advise the claims teams of key clients which would benefit from enhanced focus or non-standard solutions to support absence and claims incidence. To offer oversight of the implementation of these recommendations.

Proposition communications

• To offer implementation meetings for our key customers. These would cover Early intervention, ongoing claims communications & Support Services. Educate on how our products and propositions can enhance our key customers health and wellbeing strategies.
• To work with the Sales Team, marketing and our support service partners to ensure the employer customer is aware of the breadth of the CL proposition. Ensure the customer is informed of any product or proposition changes or amendments.
• To offer/support communications to HR teams and the employees of our customers. This could be through virtual, face to face or client event support.
• This support will be delivered to our key customers and with the knowledge of our EBC Partners.
• For clarity, this support will be offered to but not limited to our key customers irrespective of product.

MI and insight delivery - external and internal

• Use Mi data to ensure the customer is aware how they perform vs our portfolio norms and our claims expectations.
• Use MI to evidence the use of our proposition, including support services
• Provide pricing insight every 6 months or to the frequency required by our key customers to ensure they have no budget surprises. Avoid market reviews where possible - clearly explaining the rationale for the CL price point.
• Work with internal teams and third-party support service providers to evolve our MI content quality and delivery to exceed customer and EBC expectations - a customer pack.
• To provide trend analysis where appropriate e.g., mortality and morbidity insight. Overlay this analysis with customer specific claims experience.
• In addition, work with internal functions such as sales and scheme underwriting to ensure the price we offer represents the risk that presents itself and that the culture of the customer is taken into consideration.
• As per claim communications, ensure they claims assessment teams understand bespoke requirements of our key customers in order to impact claims experience.

Rehabilitation

• Work with the claim assessors to identify return to work opportunities.
• Utilise comprehensive toolkits and resources to guide discussions and ensure smooth and supportive return to work experience.
• Coordinate and communicate internally and externally to manage tripartite expectations around rehabilitation and return to work options, and ensure all avenues are investigated to bring ongoing claims to a mutually satisfactory conclusion were possible.

Who You Are

Scheme Management

• Knowledge of Canada Life propositions, support services and vocational rehabilitation resources.
• Ability to research, investigate and analyse matters driving scheme performance, building customer facing reports that aid persistency and sustainable pricing.
• Experienced at liaising with senior HR, Finance personnel or key decision makers within medium and large segment corporate employers.
• Experienced at liaising with internal colleagues in sales, marketing, claims and scheme underwriting in order to aid strong persistency in the medium & large corporate segment.

Customer Service

• Demonstrates outstanding Customer Service skills to manage complex claim scenarios where disputes are more likely to arise than claims of a clinical type.
• Demonstrates outstanding Customer Service skills to help maintain strong corporate protection business sales.
• Strong telephone and written skills that demonstrate the desire to go the extra mile to meet all customer and stakeholder requirements.
• Strives to improve processes for the benefit of customers, claimants, and Canada Life.

Regulatory, Risk, Conduct and Compliance

• Highly attuned to the Risk Culture.
• High levels of awareness with regard handling personal sensitive information in a claim environment.
• Demonstrates professionalism through own behaviours and actions.
• Ensure compliance with Company policies, regulatory, professional & legal requirements.

Qualifications

• GR1 preferable

Benefits of working at Canada Life

We believe in recognising and rewarding our people, so we offer a competitive salary and benefits package that's regularly reviewed. As a Canada Life UK colleague, you'll receive a competitive salary and comprehensive reward package including a generous pension and bonus scheme, along with, income protection, private medical insurance and life assurance. We have a fantastic number of other benefits and support services as well as regular personal