Client Service Representative

6 days ago

Vancouver, British Columbia, Canada IA Financial Group Full time

About the Role

We are seeking a highly skilled and motivated Client Service Representative to join our team at IA Financial Group. As a Client Service Representative, you will play a key role in providing exceptional customer service to our clients and stakeholders.

Key Responsibilities

  • Respond to a varying complexity of telephone and email 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.

Teamwork

  • 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.

Client Service

  • Effectively and efficiently respond to incoming telephone calls as a first-line resource to client queries.
  • 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 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 cognizant 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).

Requirements

  • 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.
  • Sense of urgency (prioritization and time management).
  • Strong team player.
  • Basic PC skills - Interest in learning software/technology is an asset.

What We Offer

We offer a competitive salary starting from $50,000 + 6% annual target bonus.

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