Client Care Representative - 5563

Contract role until July 2026 (possibility of extension)

Hybrid role based in Waterloo; 2 days/week in office (Wednesday & Thursday)

*7 week training will be held (Mon & Tue in office)

*Should have a strong internet connection (internet speed should be a minimum of 25mbps download and 5-10 mbps upload)

*Must be eligible for Reliability Clearance (should have been in Canada for 5 years)

The role of Client Care Representative (English) offers an exciting opportunity to provide service to clients and providers calling into our contact centre regarding Group Benefit products.

Job Description:

Our Contact Centre agents have the privilege of speaking to millions of Canadians each year. In each call, they can make an immediate difference in the lives of our clients and advisors.

Why You'll Love Working with Us:

* Weekday Schedule: Enjoy a Monday to Friday work week with shifts between 8 AM and 8 PM. Shifts vary from 8AM to 8PM and require full availability between these hours.

* Work-Life Balance: This is a hybrid position requiring working from the office at least 2 times per week. Quantity and fixed days per week subject to review.

What You’ll Do:

• Handling inbound calls to our call centre and answer questions regarding member’s Group Benefits coverage and claims (Health, Dental, Life, Disability)
• Probing to understand reason for call and confidently guiding member to resolution
• Proactively highlighting and educating members on ongoing campaigns/offers on their plans that would benefit them and help them achieve lifelong financial security
• Help Clients and advisors with questions about our products, services, policies and claims through inbound calls.
• Analyze and find solutions to client problems in a friendly and proactive way.
• Provide Clients and advisors with additional information on our products & services in support of their financial and health goals.
• Ensure our clients and advisors have the right information taking the right amount of their time.

Skills:

• Previous customer service or call centre experience
• Previous experience with insurance systems/programs
• AWS (Amazon Connect)
• PEGA (CRM Tool)
• Tools to review plan and provider coverage details
• Overtime may be required based on service demands