Client Service Specialist

Domain : Insurance and Special Markets

Language : French and English

Mode : Remote

Start : As soon as possible

You are passionate about client service in the insurance field and are looking to take on a new challenge.  You are responsible, have great verbal and written communication and problem resolution skills, and are excited to be a part of our Contact Centre team while providing excellent client service for group insurance products. You thrive on multitasking, learning new information and are enthusiastic about working within a new call center system? Trouble shooting and problem-solving sound appealing to you? You are flexible to work during our office hours: Monday to Friday; 6:30 a.m. to 4:30 p.m. PT (Pacific Time).

General Responsibilities:

• Report to the Team Lead/Manager, Client Service in the iA Special Markets division.
• Initiate communication or reply to a varying complexity of telephone/email queries from insured or potential clients, brokers, and policyholders, third party administrators and consultants about group term insurance products. (English and French).
• Maintain client records and process change requests.
• Translate/Review French and English documents and reviews marketing materials as required.
• Collaborate with other team members to assist with training, processing, and implementing procedural changes.
• Communicate ideas for documentation to keep the training path up to date.
• Play a key role in continuous analysis of set procedures and guidelines;
• Provide 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.
• This role will be a mix of client services (50%), administration (40%) and teamwork (10%).

Desired Profile:

• Post-secondary education or experience in the insurance domain.
• Detailed knowledge of group insurance benefits and marketplace including contractual provisions.
• 1+ years industry-related experience or in high volume customer service environment.
• Advanced level of French and English language skills, both oral and written, as the individual will be required to respond to clients, policy holders, brokers and internal teams, translate and review documents and perform administrative tasks in French and English on a daily basis. 
• Ability to identify process improvements. 
• 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 problem solving, negotiation and conflict resolution skills. 
• Sense of urgency (prioritization and time management).
• Strong team player.
• Asset : LOMA / CEBS certification and knowledge of Term Life, Critical Illness, and AD&D.

Compensation:

The typical hiring range for this position is from CAD 50,000 and CAD 60,000 annually; the base pay offered is based on location and may vary depending on skills, job-related knowledge, experience, and internal equity. All permanent employees of iA are also entitled to an annual bonus.

At iA, we are committed to a market-based and equitable compensation structure. Our market data is refreshed on an annual basis to reflect the most current market conditions.

#LI-SD1

#LI-REMOTE