WHAT YOUR DAY-TO-DAY LOOKS LIKE :
For assigned clients, the Client Service Manager - Benefits provides administrative support to clients and sales support to the insurance advisors.
Duties entail all aspects of group benefits with an emphasis on customer service and business development.
Answer clients’ administration-related questions, including administration of their group insurance plans
Explain to clients how to use insurer websites, etc.
Respond to enquiries from clients and insurers
Explain to clients teh policies of insurers and different levels of government, e.g. RAMQ, etc.
Gather the information needed to prepare management tools (e.g. calculator)
For specific clients : prepare or verify calculators and explain to clients how they work
For specific clients :
o Process memberships, changes and terminations
o Prepare and process taxable benefits
Prepare termination letters
Verify and follow up implementations (new clients, existing clients, changes, etc.), including applications
and administrative documents requested by insurers, applications for memberships, brochures, contracts,
endorsements and initial billing using the membership cards and confirmed rates.
Following a renewal, verify billing using confirmed renewal rates
Participate in membership campaigns and prepare presentations to employees )memos, flyers, folders, PowerPoint presentation, as applicable)
Follow up on documents and missing information with insurers or clients
Analyze various administrative problems and propose solutions
Communicate with insurers and participate in decision making
Maintain files for follow-up and filing of correspondence, endorsements, etc
Maintain up-to-date contact lists for clients and insurers in Outlook
Support for consultants, underwriters, customer service managers and other team members
Check emails and answer phone calls while they are away
Take over client files, researche and resolve issues and provide service to client while they are away and on vacation
service during absences and vacations
Perform other duties and special projects as required
What you bring to the table
College diploma (DCS)
Valid licence in group insurance, or experience is an asset
Bilingual, both oral and written French
Advanced knowledge of Word, Excel and PowerPoint
Effective time management and respect deadlines
Very good communication and customer service skills
Ability to work well independently and as part of a team, with insurers, clients and members of the organization
Dynamic and result-oriented
Strong affinity with numbers
Attention to detail
The masculine gender is used as a generic for the sole purpose of keeping the text simple
Please note : this document is only a summary of the duties and requirements of the Customer Service Manager position