Client Relationship Specialist - West

Role overview

Work arrangements

• The role is based from a home office 100% of the time.
• In-person attendance at the Waterloo, Ontario office or another assigned location within Waterloo Region may be required as needed.
• Sales-related assignments may require travel; training sessions may be in person or virtual.

Key responsibilities

• Resolve complex advisor issues with head office teams and keep clients updated through onboarding.
• Coordinate client questions and needs with Underwriting, Group Benefits Administration, Claims, and other internal teams.
• Train Plan Administrators on administrative guidelines and portal functionality, and Plan Members on benefits and claims platforms.
• Coordinate plan amendment implementation, quotations when required, installation dates, and resolution with head office and Plan Sponsors.
• Participate in finalist presentations and train advisor service teams on products, processes, and systems.
• Respond to complex administrative and escalated claims inquiries from policyholders, certificate holders, advisors, and head office staff.

Qualifications

• Requires 3–5 years of group benefits knowledge and experience, including group products, risk assessment, and pricing methodologies.
• Requires strong analytical, organizational, time-management, problem-solving, accuracy, and decision-making skills.
• Requires excellent verbal and written communication, listening, presentation, and training skills.
• Requires understanding of group insurance, products and contracts, provincial health plans, relevant federal and provincial legislation, and group department operations.
• Requires ability to prioritize in a fast-paced environment with deadlines and changing priorities.
• Requires flexibility to travel with a reliable vehicle.
• Requires solid understanding of Word, Excel, PowerPoint, and Outlook, and ability to learn new systems.
• GBA designation is an asset.

Compensation and benefits

• The posting mentions incentive pay, annual salary reviews, employer-paid benefits, pension matching, vacation, and a paid volunteer day; no compensation cadence or amount is specified.

Additional information