Advance Client Success Specialist

Posting Description:

Interested in exploring something different while applying your existing insurance experience & knowledge? Thinking about joining an industry-leading, global organization for more growth? Then you won't want to miss this opportunity to join Aon and our dynamic team

Applicants must be legally authorized to work in Canada. This role is not eligible for sponsorship, and we are unable to sponsor or take over sponsorship of an employment visa or work permit.

Aon is in the business of better decisions

At Aon, we shape decisions for the better to protect and enrich the lives of people around the world.

As an organization, we are united through trust as one inclusive team, and we are passionate about helping our colleagues and clients succeed.

What the day will look like

Being a member of an industry-leading team, you will help empower results for our clients by delivering innovative and effective solutions supporting the Commercial Risk division.

• Direct constant contact with daily client contacts pertaining to Certificates/Invoicing (e.g. managing dedicated certificate inboxes, direct client contact regarding clarity in requests etc.).
• Resolve complex inquiries associated with all aspects of Aon Client Services (ACS) service delivery for top tier clients (e.g. output delivery, invoice inquiries, etc.);
• Identify and retrieve relevant compliance documentation necessary to process renewals, invoices, and any other ACS results.
• Perform vital activities to support sales & broking teams in initiating a renewal, processing an invoice, issuing auto IDs, issuing renewal and daily urgent certificates, initiating endorsements, and processing other client requests.
• Facilitate critical issues for daily certificates with Document Production Team to maintain SLA's and turnaround times.
• Seek assistance from team members when confronted with unfamiliar or complex processing transactions.
• Monitor and attend to requests via Polaris that require actions promptly.
• Ensure the system of record (Xpress) is accurate and current to ensure outputs and client results will be produced according to guidelines and policy details.
• Collaborate closely and be responsive to inquiries from outsourced providers to handle and ensure the timeliness and quality of outputs.
• Upload, index or attach documents in the Document Management System.
• Perform pre-renewal account review with the sales and broking team to meet client expectations related to timelines and to ensure accuracy of results (certificates, invoices, endorsements, etc.).
• Help colleagues troubleshoot and resolve basic client issues around ACS services.
• With assistance from sales and broking, address, and complete special client projects.
• Participate in internal renewal meetings where required.

How this opportunity is different

Your role as a Client Success Specialist embodies our company's culture as Aon United, where we work as one team and where everyone is made to feel included. We are a caring and motivated team. Our focus is making sure our internal and external clients, as well as prospective clients, are being provided the utmost excellent and precise service, along with inheriting excellent relationships and bonds as we work closely with them in providing knowledge, professionalism, and expertise.

Finding a balance between personal growth and well-being is important to us. We provide our colleagues with empowering tools and training to build their skills and encourage them in growth opportunities.

Skills and experience that will lead to success

• 3+ years of Commercial insurance expertise or related field expertise is preferred
• Must have and maintain appropriate insurance broker's license.
• High attention to detail and outstanding customer service.
• Developed interpersonal and collaborative skills, with the ability to perform well as part of a team environment.
• French / English bilingualism is preferable due to the frequent interactions with clients, colleagues, or partners based in Quebec, other Canadian provinces and/or internationally.
• Proficiency with the MS Office suite.
• Post-secondary education in an insurance-related field, or equivalent years of office experience is preferred.
• Working towards CAIB, CRM or CIP is considered an asset.

How we support our colleagues

In addition to our comprehensive benefits package, we encourage an inclusive workforce. Plus, our agile environment allows you to manage your wellbeing and work/life balance, ensuring you can be your best self at Aon. Furthermore, all colleagues enjoy two "Global Wellbeing Days" each year, encouraging you to take time to focus on yourself. We offer a variety of working style solutions for our colleagues as well.

Our continuous learning culture inspires and equips you to learn, share and grow, helping you achieve your fullest potential. As a result, at Aon, you are more connected, more relevant, and more valued.

Aon values an innovative and inclusive workplace where all colleagues feel empowered to be their authentic selves. Aon is proud to be an equal opportunity workplace.

We are committed to providing equal employment opportunities and fostering an inclusive workplace. If you require accommodations during the application or interview process, please let us know. You can request accommodations by emailing us at or your recruiter. We will work with you to meet your needs and ensure a fair and equitable experience.

Aon is not accepting unsolicited resumes from search firms for this position. If you are a search firm, you will not be compensated in any way for your submission of a candidate, even if Aon hires that candidate.