Client Experience Representative

2 months ago

Toronto, Canada Securian Canada Full time
DescriptionAs a Client Experience Representative you will focus on unique relationships in the association and affinity retail vertical, and their associated insurance programs. Typical insurance products include but not limited to life critical illness, and health and dental. Relationships may be direct with plan sponsors, advisors, and other third-party administrators.

You will be responsible for servicing an in-force block of business as well as supporting the acquisition of new business. Under the guidance of the Client Experience Manager, the Client Experience Representative is required to communicate primarily with external plan administrators and internal stakeholders.

You will have the opportunity to build a strong professional network while gaining valuable client management experience and a deeper knowledge of Securian Canada’s insurance product offering. 
What you will do
  • Support the management of a portfolio of clients, ensuring that the program performance aligns with the company's strategic objectives.
  • Demonstrate strong client management skills including customer service fundamentals of effective communication, problem-solving, and relationship-building skills vital - to enabling client and stakeholder engagement and satisfaction.
  • Coordinating and supporting the Association and Affinity - Retail administrative functions, including direct correspondence with internal and external stakeholders.
  • Manage client feedback and collaborate with internal teams to address client experience issues and optimize client management processes to quality and turnaround time standards.
  • Actively seek to find solutions to client and intermediary issues such as member eligibility, claim inquiries, member complaints and plan financials.
  • Gather, manipulate, and present critical data such as premiums, claims, and demographic files to assist other business units with the guidance from the Client Experience Manager.
  • Correspond with other areas outside Client Experience such as Operations, Pricing, Design, Marketing, etc.  as required to ensure satisfactory client service.
  • Prepare, review, and assist client experience teams in presentation of client materials, revisions for plan design changes, and implementation of new plan design changes.
  • Go above and beyond to ensure clients are not just satisfied but delighted with the service.
  • Work with the Client Experience Lead to leverage partnerships, technology and data analytics to gain insights into client behaviour and preferences and enable data-driven decision-making for client experience enhancements.


What you will bring
  • Post-secondary education.
  • 2+ years proven experience in program management within the insurance industry; strong understanding of insurance – group and individual – benefits and products is an asset.
  • Strong customer service, communication, and interpersonal skills.
  • Fluency in French language is an asset.
  • Sound knowledge of Microsoft Excel, Microsoft Word, Microsoft PowerPoint, Microsoft Outlook.
  • Ability to build strong working relationships and excel in a collaborative environment.
  • High sense of accountability and autonomy.
  • Comfortable interacting on client calls including clear and concise documentation of notes and action items.
  • Capacity to successfully manage multiple tasks simultaneously in a fast-paced environment
  • Exceptional client relationship management demonstrated through responsiveness, professionalism, and a positive attitude.
  • Ability to review data analysis and provide insights and ideas for new business opportunities.

Why join?When you’re a part of Securian Canada, you’re a member of an agile and innovative, high-performing, bright-thinking, make-things-happen culture – so that together, we can discover the art of possible. 

At our company, we see your potential on day one and challenge you to grow your unique strengths as you create a career filled with opportunity, collaboration, and purpose. 

You’ll also be part of a team that’s committed to diversity, equity, and inclusion, and who values diverse perspectives, so that you can be the person you want to be – both in, and outside, work.

Securian Canada offers a competitive total rewards program with a variety of perks and benefits, including:
  • Flexible work arrangements with monthly financial allocations to support your work-life balance; 
  • Generous starting paid vacation time, plus additional vacation days for every year of service;
  • Paid volunteer day so you can dedicate time to a cause you are passionate about; 
  • Paid personal and wellness days to support your total wellbeing;  
  • Educational assistance of up to $3,500 a year (with approval from your manager);
  • Flexible health and wellness account (in addition to comprehensive drug and dental coverage)
    to help pay for a wide range of wellbeing services that are meaningful to you; 
  • Up to 14% of combined contributions to the RRSP matching program; 
  • Family-friendly maternity/parental leave and, 
  • Many, more benefits, perks and programs.
If you have at least 70% of the qualifications we're looking for, want to work in a fast-growing, leading and progressive company, and feel driven to help Canadians and their families build secure futures – we want to hear from you 

Take the first step in building your future with Securian Canada. Apply now.

Securian Canada is committed to providing a barrier-free work environment and equal access to employment for all qualified applicants. As such, upon request, Securian Canada will work with applicants that require reasonable accommodations during the recruitment process. Please contact careers@securiancanada.ca for accommodation requests. All information shared during any accommodation request process will be stored and used only in a manner that is consistent with applicable laws and Securian Canada/Canadian Premier Life Insurance Company policies.

Who we are – and who we’re here for

We’re here for all Canadians and their families – however they define family. Our practical, life-ready insurance and protection solutions are designed to help provide financial security, so that Canadians can spend more time making every moment count.

For more than 65 years, we’ve been giving Canadians the confidence to face life’s uncertainties. With offices in Toronto, Montreal, Burnaby, Waterloo and Winnipeg, Securian Canada brings together strong local roots and expertise, a North American footprint, and a global perspective – all while innovating at the speed the markets we serve expect.

Together with our U.S. parent company, Securian Financial, we are a leading insurance provider in the Canadian Financial Institution and Association & Affinity markets. We offer insurance solutions built with genuine care – providing specialized experiences to those we serve.

What we do every day to be our very best

Every day at Securian Canada means a day spent helping Canadians and their families build secure tomorrows. We’re agile and innovative, and we aren't afraid to challenge and create, or bring diverse perspectives to our work.

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