Team Leader, Customer Service

Are you a natural problem-solver with a talent for bringing colleagues together and the experience to get things moving? Put your group insurance expertise to work in a role where your leadership and organizational skills will make all the difference!

Reporting to the Assistant Director, Client Relations Team, the Client Relations Team Coordinator will be primarily responsible for ensuring the smooth operation of the Customer Service department. The incumbent will also perform various duties as outlined below.

Key Responsibilities:

• Act as the main resource person for the entire Customer Service team by answering questions from team members and other internal clients (e.g., advisors or colleagues) regarding service-related cases, procedures, claims issues, and other matters. This includes taking ownership of cases referred by advisors and ensuring appropriate follow-up;

• Participate in the onboarding and training of new Customer Service team members in collaboration with the trainer, as well as in the ongoing development of existing team members;

• Contribute to Customer Service quality management by supporting auditors as needed and addressing cases of non-compliance;

• Organize and coordinate team support activities, including scheduling call centre coverage while considering vacations, planned and unplanned absences, employee meetings, and external support. Provide day-to-day assistance to agents when call wait times become excessive and handle calls when necessary;

• Monitor and manage Customer Service processing times, particularly regarding email inquiries;

• Periodically review and update Customer Service procedures with various insurers, develop internal procedures, and ensure that all procedures are properly documented in the knowledge base and communicated to agents and other relevant stakeholders;

• Participate in testing following the implementation of new tools or enhancements to existing tools within the AGA+PLUS team;

• Communicate new practices and relevant general information to the Customer Service team (e.g., new groups, procedural reminders) to support daily operations, as well as to other departments when applicable;

• Oversee all Customer Service activities involving plan members and plan administrators, ensure the efficiency of work methods, and monitor compliance with established procedures and requirements;

• Handle customer complaints by communicating directly with clients to understand their concerns and identify appropriate solutions. Prepare decision letters when required, in collaboration with the Assistant Director;

• Compile call centre statistics and performance data;

• Plan, organize, and actively participate in team meetings by sharing updates, providing guidance, communicating directives, and reinforcing key procedures;

• Participate in new group implementation meetings as needed;

• Perform any other related duties as requested by the supervisor.

The Ideal Candidate Has the Following Qualifications:

• College diploma;

• Minimum of eight (8) years of experience in group insurance;

• Strong commitment to delivering outstanding customer service;

• Exceptional organizational skills and a strong sense of ownership;

• Highly developed sense of responsibility and accountability;

• Excellent command of both French and English, written and spoken;

• Good knowledge of the Microsoft Office suite;

• Ability to maintain the confidentiality of sensitive information;

• Demonstrated flexibility and leadership skills;

• Versatility, resourcefulness, a high degree of autonomy, attention to detail, and thoroughness.