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
• 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
• Assists brokers/policy holders with accessing their secure portals

**Administration**

• 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

**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

**Our commitment to Diversity and Inclusion**

At iA Financial Group, we support and celebrate diversity. We strive to provide a workplace that is recognized as inclusive for all, regardless of ethnic origin, nationality, language, religious beliefs, gender, sexual orientation, age, marital status, family situation, or physical or mental disability.

Please note that if you need help or assistance to make the recruitment process more accessible for you, write to us. Someone from our team will be happy to assist you.