Client Service Representative

January 24 2023
Industries Bank, Insurance, Financial services
Categories Customer service,
Remote
Waterloo, ON • Full time

About Canadian Premier

At Canadian Premier, everything we do is driven by our genuine desire to build connections with our customers – listening, reflecting, responding – and being there for them during the most trying times of their lives. To be the best at what we do, we look for compassionate, creative people who work efficiently, aren't afraid to make decisions, and are driven to understand how their role fits into our vision; to be the innovative insurer trusted by families to provide financial protection through partners who care.

For more than 60 years, Canadian Premier has been committed to providing financial security to Canadians and their families in the face of uncertainties, insuring over two million customers coast-to-coast. Every day at Canadian Premier means a day spent helping Canadians and their families build secure tomorrows.

Headquartered in Toronto, Ontario, with offices in Waterloo, Ontario, Montreal, Quebec, and Burnaby, British Columbia, we are a wholly owned and independently operated subsidiary of Securian Financial, a Fortune 500 company*.

Who we need

Reporting to the AVP, Creditor and Affinity and Association, we are looking for a Service Representative to join us in Ontario and take ownership of the timely and accurate responses to all aspects of the client needs. You will build relationships and maintain open, ongoing communication with clients, plan administrators, and internal stakeholders. You will work independently on non-complex cases and closely with Client Relationship Managers on complex cases and project activities that support client and team goals.

What's in it for you

Influence and autonomy. This is an exciting role for someone who enjoys the challenges and rewards of bridging a range of external clients and internal teams. You want to play an impactful role working directly with established larger clients and move towards taking ownership of smaller ones. You want the autonomy to apply your solution-oriented, customer-focused approach to collaborate with peers, conduct research, and solve issues. You will be a client expert, navigating contracts, plans, and requirements.

Career growth. This is an opportunity to grow your knowledge in the insurance industry and work across a broad scope and gain exposure to the functions of a multinational company, participating in project and client meetings. It's a chance to be part of a creative and flexible team, open to new ideas and process improvements. As we continue to grow, so will your career opportunities, including the chance to move into a Client Relationship Manager role or another area of the business.

What you will do

  • Support an assigned block of business. You will review and triage requests, actively seeking solutions related to issues such as member eligibility and claim inquiries. You will assist Client Relationship Managers with client materials, including preparing and presenting decks and financial plans. You will manage target dates for plan design changes, renewals, and other critical client tasks.
  • Data analysis. You will collect and present critical data such as premiums, claims, and demographic files to assist other functions of Business Markets, including financial underwriting and contracts administration.
  • Share knowledge and support communications. You will train and support plan administrators and intermediaries. You will work closely with implementation teams to install new businesses and correspond with other parts of the organization as required to ensure premium client service.

What you bring

  • The education and experience. You have a degree or diploma and client-facing experience in the insurance industry. You are familiar with group insurance, financials, distribution systems, and business management.
  • The technical skills. You are highly proficient with MS Office, and you are comfortable learning and working with new technologies. You have excellent attention to detail, with an ability to document notes and action items in a clear and concise manner.
  • The drive. You are solution-oriented. You have worked in a project-based environment and have a high sense of accountability and autonomy. You are willing and able to travel to client-facing meetings on an as-needed basis.
  • The interpersonal skills. You have excellent oral and written skills. You are customer-focused with an ability to build and nurture long-standing relationships with clients, intermediaries and peers. You thrive in an independent role and as a contributing team member. You have the confidence to identify issues, negotiate, manage conflict, proactively work towards resolutions, and escalate as needed.

Why join us

When you're a Canadian Premier employee, you're part of a hard-working, high-performing, bright-thinking, make-things-happen family. One that sees your potential on day one, challenging you to grow your unique strengths as you create a career filled with opportunity, collaboration and meaning. For our newest team members to our most tenured, we're committed to being an employer that supports the person you want to be, at work and outside of it. We're growing – and we want you to grow with us.

At Canadian Premier we know there's nothing more important than treating each other with respect, compassion, understanding, and dignity. Even though our family has grown over the years, we still maintain the entrepreneurial spirit that got us started. Watch this video to learn more about our core values and our Canadian Premier family.

Be part of a fast-paced company that offers you exciting opportunities to advance your career while you contribute to helping Canadians build secure tomorrows.

Many of the individuals who lead our team have an impressive tenure with us, and every single one of them will tell you, it's about the people—the people we serve and the people we work with. We're a small organization with flexibility, openness, and responsiveness; with the security and resources to continue to do our work in a way that makes the most impact on our customers.

Be a part of a place guided by people-focused not profit-driven values: Communicate openly, be accountable, be curious, celebrate together as one family.

This is a place that stands behind work-life balance, an accessible leadership team, transparent communication, and an atmosphere that can only be described as family-focused. We continue to promote an engaged work-life balance throughout the pandemic with initiatives that include virtual town halls, casual online coffees, mental health workshops and employee appreciation packages. The very nature of what we do – listening to our customers – is the foundation of how we collaborate, learn from one another, embrace diverse perspectives, and hold each other up.

We offer a competitive base salary with an annual incentive bonus plan, comprehensive benefits, and time off – needed to ensure you can live your best life every day:

  • Group Retirement Savings Plan (RRSP)
  • A company match for Deferred Profit-Sharing Plan (DPSP)
  • Comprehensive group benefits program
  • Professional growth and development opportunities through training and educational assistance programs
  • A flexible workplace policy

If you have the majority of the qualifications we're looking for and you're interested in joining the team, we encourage you to express your interest by submitting an application. Apply now.

Canadian Premier is committed to providing a barrier-free work environment in accordance with the Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code. As such, Canadian Premier will provide reasonable accommodations available to applicants with disabilities upon request during the recruitment process. Please contact hr@canadianpremier.ca for accommodation requests.

* Securian Financial is the marketing name for Securian Financial Group, Inc. and its affiliates. Insurance products are issued by its affiliated insurance companies. 2020 Fortune 500 Companies List, May 2020.

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