Customer Service Specialist

Canada Life Limited
London, United Kingdom
09 Aug 2022
02 Sep 2022
Job Function
Industry Sector
Finance - General
Employment Type
Full Time
Location: London / Blended remote working options available

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.

The Role

• To manage and process day to day ad hoc queries that are created through BAU administration of the Mortgage Servicing that Canada Life provide to our funder(s). Also assist with the Loan Settlement aspect and where needed assist with Risk Management Accounts to ensure all Loan Settlement Accounts are redeemed in a timely manner.

What You'll Do

1. Action Loan Settlement Milestone events in accordance with the agreed procedures
2. Manage/maintain Gone away process bi-annually and report to the Specialist Manager
3. Ensure procedures are created, updated and maintained where required
4. Review/action emails within the 'Customer specialists' inbox, professionally and accurately
5. Review and action ad hoc or specialist queries
6. Create manual ad hoc letters and refer to the Specialist Manager for approval
7. Refer any risk events to the Specialist Manager


1. Excellent communication skills - written and verbal
2. Create/maintain working spreadsheets where applicable
3. Maintain/enhance 3rd party relationships with external clients, Konexo/Eversheds, ESurv Surveyors ect

Who you are

• Diligent and conscientious in the accuracy of their work, excellent attention to detail
• Excellent Customer Service experience
• "Can Do", proactive attitude
• Excellent written and verbal communication skills
• Ability to operate in a fast paced, dynamic environment and able to work under pressure
• Intermediate knowledge and experience of MS Office


• Minimum of 5 A*-C GCSEs (including English and Maths - essential
• Have already attained the Award in financial Administration or keen to work towards this qualification


1. Productivity

• To deliver outstanding service to all of Stonehaven UK Limited t/a Canada Life customers
• To deliver the contractual service to Stonehaven UK Limited t/a Canada Life

2. TCF delivery

• All customers to be treated in a fair and consistent way during the whole origination and servicing life cycles.
3. System and Procedures knowledge

• All team areas to have relevant systems in place with procedures fully maintained. Specialist Servicing processes and procedures are to be reviewed regularly and updated accordingly. Where required new processes and procedures should be written to accommodate any new challenges.

4. Teamwork & Cooperation

• Maintain good relations internally and with all operational 3rd parties.

5. Regulatory Knowledge (FCA Regulation Data Protection, Money Laundering MCOB)

• Ensure you have the appropriate regulatory knowledge to carry out your role to Regulatory standards.

Reporting lines

• Specialist Servicing Manager

What you'll like about working here

As a Canada Life UK colleague, you'll receive a competitive salary and comprehensive reward package including income protection, private medical insurance and life assurance, along with a generous pension and bonus scheme. You'll also receive the support you need with your personal and professional development.

Diversity and inclusion

Canada Life is committed to a diverse and inclusive workplace. Our role as an employer of choice is to provide the right environment for talented people to do their best work, by respecting, understanding and valuing individual differences

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