Client Service Specialist

Sector: Special Markets / Location: Vancouver / Status: Permanent, full-time

You are passionate about client service in the insurance field and are looking to take on a new challenge.  You are recognized for your sense of responsibility and communication skills and are excited to provide excellent client service within a small Contact Centre team.  You thrive on multitasking learning new information and are enthusiastic about working within a new call center system.  Troubleshooting and problem-solving sound appealing to you.  You are flexible to work during call center hours: Monday to Friday; 6:30 a.m. to 4:30 p.m. PT (Pacific Time).

Your day-to-day

• Reports to the Team Lead/Manager, Client Service in the iA Special Markets division
• Responds to a varying complexity of telephone/email queries from clients, brokers and policyholders about group term insurance products
• Maintains client records and processes change requests
• Reviews documents and marketing materials
• Collaborates with other team members to assist with training, processing and implementing procedural changes
• Communicates ideas for documentation to keep the training path up to date

Teamwork

• Communicates with Team lead/Manager regarding training path and suggestions for improvement
• Liaises with team members and members across other teams to resolve client concerns
• Participates in feedback and problem solving to meet agreed upon objectives
• Proactively identifies challenges or potential issues with new or existing clients/groups and suggests and implements solutions with agreement from Senior members of the team

Client Service

• Effectively and efficiently responds to incoming telephone calls 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
• Plays a key role in continuous analysis of set procedures and guidelines; Provides suggestions for improvement / Identifies key issues and escalate to Team Lead/Manager then follow through on agreed course of action to ensure excellent client service
• For product lines such as Term Life, Critical Illness, and AD&D, increases promotional effectiveness for the launch of new products, acquisition of new groups and execution of Direct Marketing Campaigns by delivering personalized client assistance with a focus on business acquisition and retention
• Services other product lines such as Office Overhead, LTD, and Extended Health and Dental insurance
• Replies by email to client queries
• Assists brokers/policy holders with accessing their secure portals

Administration

• Emails (or mails) clients application forms and change request forms to clients
• Tracks new addresses for any Returned Mail
• Is cognisant of communication and website content to ensure accuracy and suggest improvements

• Processes payments on EPI system by directing them to the correct client account
• Processes address and other administration requests
• Requests and Mails client certificates and or letters of explanation following coverage changes or client requests
• Responds to client email/written queries (templates used for consistent queries)

Who you are

• Post-secondary education; Willingness to take Insurance industry courses (LOMA or CEBS preferred)
• 1 - 3 years insurance sector-related experience preferably with excellent client relation skills; experience working in Sales and/or call center environment
• Detailed knowledge of group insurance benefits and marketplace including contractual provisions
• Ability to identify process improvements 
• Excellent verbal and written communication skills
• 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 organizational and multi-tasking skills 
• Good analyzing, decision-making, negotiation, and conflict-resolution skills
• Sense of urgency (prioritization and time management)
• Strong team player
• Basic PC skills - Interest in learning software/technology is an asset

Salary: starting from $50,000 + 6% annual target bonus