Job Opportunities Early Resolution Specialist

Job Overview

The Early Resolution Specialist is responsible for promoting continuous improvement in Wawanesas customer experience through collection and response to various sources of customer feedback managing the ongoing delivery of customer complaint resolution and identifying opportunities for customer appreciation. The Early Resolution Specialist is tasked with early complaints resolution thereby preventing complaints from escalating and with being the primary point of contact for position letters on behalf of the organization. This position also serves as a liaison between customers and Wawanesa functional areas and regional employees.

We are posting for two (2) roles: a full-time regular position and a term position ending on June 30 2026.

Job Responsibilities

• Acts as first point of contact for all customer complaints received through the Complaints Office as well as those sent directly to Wawanesa senior executives.
• Ensures all complaints are acknowledged logged and triaged in a timely manner and that customers are kept informed of progress throughout the complaint process.
• Actively engages in early complaints resolution in order to ensure complaints are handled appropriately to prevent them from escalating into Level 3 complaints.
• Follows up on unresolved complaints and issues ensuring appropriate steps are being taken for satisfactory resolution that investigations are complete thorough professional timely and meet regulatory reporting requirements; and that consideration for customer needs is maintained throughout.
• Fosters strong relationships with internal stakeholders such that the authority of the office is upheld.
• Investigates and coordinates responses to contentious complaints including direct customer contact.
• Determines and manages reportability of customer complaints to regulators and acts as liaison for regulator inquiries.
• Informally mentors and/or onboards more junior/newer team members.
• Provides input regularly to the Compliance team on customer feedback trends; shares customer compliments and successes.
• Ensures customer outreach mechanisms (email website etc.) are functional; coordinates required fixes / upgrades with responsible parties.
• Supports the development of social media strategy that ensures consistency and brand-alignment working closely with communications.
• Supports and initiates continuous improvement projects in collaboration with the team.
• Leads education sessions and provides mentorship opportunities.

Qualifications

• Minimum three (3) years experience in a professional customer-focused capacity preferably within a Voice of Customer customer service or complaint management program.
• Some post-secondary education.
• Ability to gather and analyze information from numerous sources.
• Creative problem solving and critical thinking skills to interpret the needs of customers and resolve their issues.
• Strong ability to multi-task prioritize and work independently and in a team environment.
• Able to effectively communicate both verbally and in writing.
• Strong interpersonal skills to act with tact diplomacy integrity and professionalism in sometimes confrontational or sensitive situations; good conflict resolution skills; ability to build productive partnerships and networks with internal and external stakeholders.
• Ability to coordinate and organize meetings and other events.
• Ability to remain calm under pressure.
• Advanced proficiency in Microsoft Office (Excel Word PowerPoint).