Customer Service Representative

• Hybrid work
• 100% paid collective insurance!

AGA Collective Insurance is expanding, opening up new employment opportunities for any professional with big ambitions. If you're looking for flexibility, freedom, and challenges in your job, this position is for you!

Our company values its employees and welcomes new candidates with a respectful and caring approach to maintaining a great work environment. Discover why working at AGA Collective Insurance is also rewarding by visiting our Careers page.

Your role will involve being responsible for customer service to administrators of collective insurance plans. You will be the preferred point of contact, ensuring an exceptional customer experience and proactively addressing their needs. Below are the skills and qualifications needed to excel and thrive within the AGA team.

Your daily tasks will include:

• Taking employer calls and responding to email inquiries, answering various questions, and completing procedures to resolve files (insurers, clients, other AGA services, etc.), for both brokerage and AGA+PLUS files;
• Supporting internal or external advisors, or any other internal client, by completing necessary procedures and making appropriate decisions to resolve various requests or problem files, for both brokerage and AGA+PLUS files;
• Ensuring coordination of responses and files with plan administrators' service agents;
• Conducting presentations to our clients or potential clients about our collective insurance products and services, and supporting the sales process (for all file sizes);
• For major files, preparing service reports, presenting them to the client, and following up;
• Conducting employee presentations to explain changes to the plan, our claims processes, the member portal, and answering all member questions about the plan;
• Conducting courtesy visits to groups under your responsibility to maintain a privileged relationship, build lasting business relationships with group leaders, and support them in resolving issues;
• Taking on and/or supporting activities necessary to implement files (including the electronic enrollment process and/or enrollment campaigns, as well as tracking enrollments with the employer), and coordinating activities of various stakeholders involved;
• Preparing and conducting the installation of AGA+PLUS groups (new groups or new installations in the case of a new group leader), whether virtually (small groups) or directly at the client's location, including presenting the toolkit, invoice, calculator, our various portals, answering client questions, following up, addressing modification and/or questions to the relevant services, and returning to the client, etc.;
• Gathering information on methods, products, procedures, and other market intelligence that can help AGA Collective Insurance improve the quality of its services and provide constructive solutions;
• Contributing to training sessions as a participant, facilitator, or resource person and producing an event report;
• Performing any other tasks as requested by the supervisor.
• You are the ideal candidate if you have:
• College diploma;
• Minimum of 5 years of experience in collective insurance (or equivalent);
• License in the collective insurance discipline;
• Valid driver's license and own a vehicle for travel;
• Customer service experience (a plus);
• Excellent written and spoken French and English skills *(English proficiency is required, as administrative transactions are distributed in both languages. A detailed analysis and deep understanding of contractual administrative information related to enrollments and insurance modifications, without error, are also necessary)*;
• Good knowledge of Microsoft Office suite;
• Ability to protect the confidentiality of information;
• Flexibility and organization;
• Versatility, resourcefulness, and autonomy;
• Strong sense of responsibility.