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Client Service Representative
2 months ago
iA Financial Group is a leading provider of group insurance benefits and marketplace solutions.
Job Summary:We are seeking a highly motivated and detail-oriented Client Service Representative to provide exceptional client service, resolve client complaints, and promote new products and services.
Responsibilities:- Respond to a varying complexity of queries from clients, brokers, and policyholders about group term insurance products.
- Maintain client records and process change requests.
- Review documents and marketing materials.
- 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.
- Communicate with Team Lead/Manager regarding training path and suggestions for improvement.
- Liaise with team members and members across other teams to resolve client concerns.
- Participate in feedback and problem-solving to meet agreed-upon objectives.
- Proactively identify challenges or potential issues with new or existing clients/groups and suggest and implement solutions with agreement from Senior members of the team.
- Effectively and efficiently respond to incoming queries as a first-line resource to client inquiries.
- Resolve client complaints by investigating client history against any contractual provisions and determines appropriate course of action to rectify/respond.
- Play 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 to client inquiries.
- Assists brokers/policy holders with accessing their secure portals.
- Processes client application forms and change request forms.
- 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 inquiries.
- 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 Financial Group 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.
- Strong team player.
- Basic PC skills - Interest in learning software/technology is an asset.
Starting salary: $50,000 + 6% annual target bonus.
