Client Service Representative Commercial Programs and Affinity Center of Excellence

Description :

We are currently recruiting for dynamic, motivated, customer service oriented colleagues with experience in the insurance industry to join our growing Commercial Programs and Affinity COE team.

You will be the first point of contact for our prestigious clients within our various commercial insurance programs, responsible for managing their diverse servicing needs

With the goal of offering exceptional customer service and surpassing client expectations, your responsibilities will include managing client requests and inquiries through various communication channels in a prompt and professional manner.

You will be expected to strengthen and grow account relationships by ensuring accuracy, maintaining our high quality standards, and upholding compliance and regulatory standards.

With your strong interpersonal skills, you will act as a liaison between colleagues, clients and internal senior professionals.

The ideal candidate should be solutions driven. You will mitigate client concerns or issues raised, address them in a timely manner and escalate to senior level colleagues or supervisors when appropriate.

You are a team player, recognized for contributing to a positive, collaborative work environment and you do not hesitate to join forces with colleagues across functions to meet team and organizational goals and objectives.

We will count on you to :

Manage client requests and inquiries through various communication channels (telephony, centralized email in boxes etc.) in a prompt and professional manner

Manage and process transactions including issuance of Auto ID Cards, Certificates of Insurance, Invoicing, accounting discrepancies, receivables, including sending documentation to appropriate parties

Process new business / renewal applications and submissions accurately and in a timely manner, in accordance with carrier guidelines and our professional standards

Work with colleagues across functions and our leadership team to identify and propose continuous improvement opportunities with the goal of streamlining processes, gaining efficiencies and improving customer experience

Analyze existing coverages, determine client specific needs, counsel client and recommend coverages accordingly, identify cross sell opportunities

Manage claims reporting, collect and document details empathetically and professionally, submit to the carriers accurately and in a timely manner, in accordance with their standard processes

Successfully contribute to the achievement of agreed upon Service Level Agreements (SLA), Key Performance Indicators (KPI) and business objectives

Be agile and proactive; able to manage and prioritize multifunctional tasks collaborate with colleagues in different programs when required to balance workload and meet our clients’ business needs

Build and maintain strong working relationships with internal and external stakeholders

Ensure exceptional client experience and service delivery

Take ownership of personal development and professional growth, proactively improving knowledge and skills

What we’re looking for :

College / university degree or equivalent work experience

RIBO license, Personal lines or Commercial Insurance Broker’s license (AMF - Qc ) preferred. If you do not have your license, we will be happy to sponsor the right candidate!

1-2 years’ work experience in personal or commercial lines insurance, financial sector etc.

Experience working in a Service Centre environment

Proven ability to work in a fast-paced Service Centre environment

Dedicated to providing exceptional customer service

Clear and concise oral and written communication skills

Excellent organizational skills, ability to prioritize work and meet deadlines

Excellent interpersonal skills ability to work within a team

Proficient in Microsoft Office tools (or equivalent) Outlook, Word and Excel

What makes you stand out :

Bilingual (Clear and concise oral and written communication skills in both English and French)

Commercial insurance licenses in multiple provinces

Working towards CAIB or CIP / PAA (Quebec) considered an asset