Document Services Technician

Position Title: Document Services Technician

Reports To: Manager, Corporate Document Services

Department:  Head Office Corporate Document Centre
Term: Temporary Full-Time, Six (6) Month Contract

Work Arrangements:  This is a hybrid role. You will work in our office in Waterloo, ON a minimum of two (2) assigned, consecutive days every other week, plus a fifth (5th) assigned day per month. You are welcome to work from the office more than the minimum requirement and there may be some roles that are required to work in our office more than the minimum requirement.

The Opportunity: Equitable is on the search for a new Document Services Technician. This role will be responsible for ensuring that all incoming documentation to Equitable is received by the appropriate business area in a timely manner, through both electronic (Image) environment, and manual delivery. This will include ensuring outgoing mail is collated, sorted and sent via the appropriate channel (Courier, Canada Post) within prescribed timelines and being accountable for securing, processing bank deposits, and maintaining inventory of all incoming cheques and cash to Equitable and completion of all required audits.

What you will be doing:

• Know and perform 50+ different work processes.
• Open, identify and organize all documents entering Document Services.
• Open mail, and immediately assess, prep and scan documents – requires detailed knowledge of each business area and their differing requirements for forms. (200+ different documents)
• Scan all documents and review images for quality control.
• Using multiple systems (KTM, OnBase, Outlook).  Electronically code/name each image (validation) ensuring excellent accuracy on data entry.  EZ Upload requires going to external sources such as R drive to ensure accuracy of electronic files being uploaded.
• Review documents and make decisions on how to split apart based on business rules.
• Accountable for securing, processing bank deposits, and maintaining inventory of all incoming cheques and cash to Equitable
• Completion of multiple daily audit procedures for Money In, returned mail processing.
• Address changes requiring extensive investigation of owner and insured records on multiple systems, (Ingenium, Unitrax, Vax), with correspondence to Advisor of record.
• Prepare client contracts for mail out.  Includes Audit of print from IT Operations, Appropriate sorting of contracts for delivery to business or mailing; binding contracts, final QA check on completeness of client contract mailing.
• Build test cases for Project implementations.
• Complete testing of new forms or processes for IT project implementations.
• Collate mailings, stuffing of envelopes (manually and by machine) for mail out.
• Problem solve/provide support for all Equitable business teams (OnBase issues, original retrieval, mail delivery questions and issues).
• Pulling and re-filing of client records, paper and microfiche files.
• Miscellaneous administrative functions within the department (welcome letters, VAX contracts, scanned apps, dashboards, etc.)
• Create/follow and improve established processes, procedures and established standards to ensure the stability of the environment with minimal disruption to the business.
• Data Centre Facilities - Share responsibility for the operation, maintenance and security of data centre facilities, systems and data.
• Shares responsibility for managing vendor relationships – including issue resolution and service level management.
• Routinely provides stakeholders with status updates on service issues.
• Responsible for ensuring Print processes are in control and output is in proper order following any issues that occur.  Preventative measures to ensure reduced risk of privacy breaches

What you will bring:

• Good communication skills; both verbal and written
• Attention to detail, with an ability to identify when processes are not working appropriately.
• Sound working knowledge of MS Office, Windows/Word; Excel, Adobe Acrobat, Internet and keyboarding skills.
• Ability to learn and apply new system applications.
• Learn various internal systems such as: Ingenium, BMS, Unitrax and VAX policyholder system, FASAT, salesforce system, KOFAX, OnBase Client, OnBase Scan, FASAT and KTM software programs.
• Work with Purolator, ICS and Canada Post delivery systems.
• Operation of various scanning hardware: OPEX, VIDAR and KOFAX.
• Operation and maintenance of Microfiche machine and supplies.
• Knowledge of FAX and copier functions, including clearing of problems.
• Excellent data entry skills with the ability to process high volumes under strict timelines.
• Strong organizational skills with attention to detail, to ensure work is sent to the correct business workflow.
• Ability to problem-solve and make decisions on ambiguous documentation.
• Ability to multitask in a fast-paced environment.
• Ability to work effectively in team environment.
• Knowledge and application of document types (200+) for all lines of business, corporate and operational
• Ability to deliver efficient and responsive customer service including some client correspondence to Equitable business units and MGAs/Advisors.
• Punctuality.
• Confidentiality of all client records and documentation.

What’s in it for you:

• A healthy work-life balance with employee wellness top of mind
• We value open, honest communication between team members, challenging each other to continually improve
• Employee resource groups that support an inclusive work environment
• An onsite full-service cafeteria with a variety of daily options
• Regular EQ Together events focused on company togetherness and collaboration

As part of the recruitment/offer process you will be required to:

• Provide two professional references (minimum one supervisor and above)
• Undergo a criminal background check