About the role

Agents de service aux partenaires fournissant un soutien téléphonique et par écrit aux clients et aux conseillers. Analyse de requêtes et recherche de solutions optimales pour le service à la clientèle.

Responsibilities

Provide phone and written service to administrative staff of MGAs, advisors, and our clients for active policies
Receive inquiries from MGA administrative staff, sales teams, and sales support (by phone or email), as well as from advisors and clients; analyze the nature of the requests and relay the appropriate information
Identify optimal solutions to each issue raised by our partners by communicating with internal stakeholders (underwriting, policy issuance, sales support, actuarial, etc.)
Handle correspondence related to complex cases that require a client response for recently submitted files
Act as a point of contact and provide necessary support to less experienced colleagues or other departments to ensure service quality targets are consistently met or exceeded
Propose new working methods to improve operational efficiency, service quality, and the customer experience
Produce reports on activities related to in-force business
Answer overflow lines for individual life insurance customer service

DEC (Diploma of College Studies) in Accounting and Management Technology or in Administration — Finance option, or equivalent
FLMI, ALMI, or ACS designation is an asset
Minimum of 2 years of experience in a similar role
Experience in new business or individual life insurance is an asset
Advanced proficiency in English, both spoken and written, due to the nature of the tasks, tools, and interactions with English-speaking colleagues, partners, clients, or suppliers