Service Representative

2 weeks ago

Waterloo, Canada Canadian Premier Full time

**Role**

Reporting to the AVP, Creditor and Affinity and Association, the Service Representative is responsible for servicing a block of business as well as participating in the acquisition of new business. You will communicate with clients, advisors/brokers/consultants, plan administrators, and internal stakeholders, and actively participate in project-related activities to support both client and internal team goals. You will also work closely with Client Relationship Managers for non-complex cases. As a Service Representative, you take ownership in ensuring timely and accurate responses to all aspects of the client and/or intermediary needs, and you thrive in a dynamic business environment.

**Duties and Responsibilities**
- Review and triage requests for a block of business and prepare, review, and assist Client Relationship Managers in the presentation of client materials - including preparing and presenting at finalist presentations
- Actively seek to find solutions to client and intermediary issues such as member eligibility, claim inquiries, and plan financials
- Gather, manipulate, and present critical data such as premiums, claims, and demographic files to assist other functions of Business Markets including financial underwriting and contracts administration
- Manage target dates with clients and intermediaries with respect to plan design changes, renewals, and other critical client projects
- Provide training and ongoing support to plan administrators and intermediaries
- Work closely with implementation teams to successfully install new business and correspond with other parts of the organization as required to ensure premium client service

**Qualifications / Skills and Experience**
- Post-secondary education and a minimum of 2 years relevant insurance experience
- Basic understanding of insurance-group and individual, insurance financials, distribution systems, and business management
- High sense of accountability and autonomy
- Excellent verbal and written communicator and demonstrated ability to present effectively
- Customer-focused mindset with an ability to build and nurture long-standing relationships with clients, intermediaries, and peers
- Excellent attention to detail with an ability to document notes and action items in clear and concise manner
- Comfortable in technology systems, ability to adapt and learn quickly
- Solid knowledge of Microsoft Excel, Word, PowerPoint, and Outlook
- Some project management skills are preferred
- Bilingual (French and English) would be an asset

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