Thank you for your interest in applying to TU Group. This position has been filled. To view other available positions at TU Group, click here.

In addition to the regular responsibilities of a LIA, the successful candidate will be responsible for the following:

• Act as their team’s product expert and/or company expert. Assist team of LIAs by answering their questions as well as escalated calls and questions from agents and clients. Escalate questions and issues to Supervisors or others when required.
• Use discretion and authority to provide special authorizations and escalated policy-related procedural decisions for LIAs.
• Monitor ACD statistics and call volumes to ensure assigned team is meeting department service standards. Motivate LIAs to achieve individual and team performance targets and standards. Escalate issues to Supervisors when required.
• Respond to incoming ‘info’ mail and BCAA call-backs.
• Monitor LIA errors and 88’s and provide assistance when necessary.
• Act as a mentor and role model to LIAs, and as a ‘buddy’ or coach—sitting with new LIAs/CSRs as they are learning to take calls.
• Perform special projects and other duties as required.

• One or more years’ experience as a fully functioning TU Group LIA.
• Ability to make decisions and provide leadership to a team.
• Ability to thoroughly learn and interpret our products, policies and procedures, and to communicate these effectively to others.
• Excellent verbal (speaking and listening) and written communication skills.
• Must be pro-active and results-oriented.
• Strong sales and customer service skills.
• Excellent computer skills required.
• Must be a team player.
• Completion of some post-secondary education is an asset.
• Ability to learn and apply knowledge of policy wording to accurately sell policies and service clients.

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