Client Relationship Manager

Domain : Group Insurance / Hybrid/ GTA / Client Service/ Group Benefits / Driving License

Do you have a reputation for delivering exceptional service, fostering robust business relationships, and exhibiting excellent interpersonal skills? Do you possess extensive expertise in group insurance? If so, the role of Client Relationship Manager (CRM) in Group Benefits & Retirement Solutions at iA Financial Group could be the perfect fit for you.

In this role, you will be establishing and building strong relationships with our key decision makes and plan administrators to enhance loyalty and client satisfaction. This role entails proactive engagement with sponsors to demonstrate iA's benefits and responsive handling of their inquiries. The ideal candidate should possess strong interpersonal skills, in-depth knowledge of group insurance, and a customer service-oriented mindset.

Main responsibilities:

• Act as a dedicated contact for Toronto based clients by establishing, developing, and managing valuable relationships: participate in service meetings, administration trainings and ongoing support finding the rights solutions in a timely manner.
• Deliver comprehensive client training on our products, tools, and services, leveraging strong communication and social skills to manage expectations and address client escalations or conflicts.
• Understand client expectations and identify solutions that are satisfactory to them within iA Financial Group's capabilities and service standards.
• Collaborate with the Financial Education team to develop communication plans to identify needs/issues, potential improvements or find opportunities that demonstrate value in educating plan members on their benefit plan.
• Communicate regularly with clients and proactively inform them of our products and services.
• Collaborate with the sales team in the development of new business by preparing and actively participating in finalist presentations to prospect clients.
• Establish, implement, and maintain our service model and strategies.
• Contribute to the success of other CRMs of the team by participating in internal meetings or workshops where you will share your experiences, knowledge, and advice.

Ideal candidate:

• University degree (BA) and a minimum of 5 years experience of group insurance experience in customer service and/or sales-related environment.
• In-depth knowledge and experience of detailed knowledge in all areas of group insurance including; processes, contracts, new business issue, claims, underwriting procedures and guidelines, and billing/administration.
• Excellent interpersonal skills and ability to deal effectively with a wide variety of people.
• Able to gain credibility and trust quickly from both internal and external clients so that problems and issues may be resolved to the client’s and the company’s satisfaction.
• Self-motivated, takes initiative and assumes ownership in all areas of responsibility
• Understanding and experience of Lean philosophy (A3, Kaizen and DMS).
• Excellent communication and presentation skills, ability to persuade and plan (written and oral skills).
• Ability to work under pressure, meet tight deadlines and solve problems/issues autonomously.
• Excellent organizational skills, autonomy and team spirit.
• Experience in managing relationships with clients and advisors.
• Ability to build trusting relationships with key internal and external stakeholders.
• Excellent knowledge of Microsoft Office suite, including PowerPoint.
• A valid driver's license and access to a vehicle.
• Flexibility to travel within the province with occasional trips to other provinces.

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