Senior Client Service Specialist

Customer service, administration / Group insurance / Full time, permanent / Vancouver, Toronto, Montreal

You are passionate about client service in the insurance field and are looking to take on a new challenge. You thrive on multitasking and are eager to take on higher level responsibilities in addition to client service and are enthusiastic about working within a new call centre system. Trouble shooting/problem solving sounds appealing to you.

You are flexible to work during our call centre hours: Monday to Friday; 6:30 a.m. to 4:30 p.m. PT (Pacific Time).

GENERAL RESPONSIBILITES
• Reports to the Team Lead/Manager, Client Service in the iA Special Markets division
• Responds in both English and French to a varying complexity of telephone/email queries from clients, brokers and policyholders about group term insurance products
• Maintains client records and process change requests
• Translates/Reviews French and English documents and reviews marketing materials
• Serves as a bridge between junior team members and the Team Lead/Manager; assists with training, processing changes and implementing projects
• Provides initial and ongoing training and support for team members (both virtual and in office)
• Designs, writes documentation to keep the training path up to date
• Maintains quality control and provides mentorship

TEAMWORK / LEADERSHIP – 30%
• Assists team lead/manager with creating/updating training material and carrying out training for team members and others from the division as needed

• Inspires and motivates junior team members; encourages participation, feedback and problem solving to meet agreed upon objectives
• Assists with evaluation of telephone calls and emails for compliance purposes/feedback. Plays a key role in continuous analysis of set procedures and guidelines and provide. Assist in call coaching
suggestions for improvement; Identify key issues and escalate to Team Lead/Manager
• Proactively identifies challenges or potential issues with new or existing clients/groups and suggests and implements solutions

CLIENT SERVICE – 50%
• Effectively and efficiently responds to incoming telephone calls and emails as a first line resource to client queries (Clients include applicants, existing insureds, HR Benefit Administrators of employer groups, policyholders, brokers, third party administrators and consultants.)
• Resolves client complaints by investigating client history against any contractual provisions and determines appropriate course of action to rectify/respond
• Services other product lines such as Office Overhead, LTD, and Extended Health and Dental insurance
 

ADMINISTRATION – 20%
• Authorizes certain processes within pre-established limits
• Emails (or mails if requested) application and change request forms to clients as needed
• Tracks new addresses for any Returned Mail
• Reviews Marketing communication and website content to ensure accuracy
• Processes payments on EPI system by directing them to the correct client account
• Requests and Mails client certificates and or letters of explanation following coverage changes or client requests
• Translates documents/emails received in French or English (where required)

QUALIFICATIONS:
• Post-secondary education; Insurance industry courses (LOMA or CEBS preferred)
• 3 – 5 years insurance sector related experience preferably with excellent client relation skills; experience working in Sales and/or call centre environment
• Detailed knowledge of group insurance benefits and marketplace including contractual provisions
• Ability to identify process improvements
• Excellent verbal and written language skills in both English and French owing to frequent interaction with English- and French-speaking colleagues and clients across Canada
• Previous leadership experience is an asset
• Knowledge of all iA Special Markets products is an asset but can be gained on the job; must be a fast and independent learner
• Good self-management, organizational and multi-tasking skills
• Good analyzing, decision making problem solving, negotiation and conflict resolution skills
• Sense of urgency (prioritization and time management)
• Strong team player; willing to work well with and guide co-workers as require