Senior Client Service Representative Commercial Programs and Affinity Center of Excellence
Senior Client Service Representative Commercial Programs and Affinity Center of Excellence
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Job Description
Company:
MarshDescription:
We are currently recruiting for dynamic motivated customer serviceoriented colleagues with experience in the insurance industry to join our growing Commercial Programs and Affinity COE team at Marsh as a Senior Client Service Representative. This role will be based in Montreal or Toronto. This is a hybrid role that has a requirement of working at least three days a week in the office.
You will be the first point of contact for our prestigious clients within our various commercial insurance programs responsible for managing their diverse servicing needs.
With the goal of offering exceptional customer service and surpassing client expectations your responsibilities will include managing client requests and inquiries through various communication channels in a prompt and professional manner. You will be expected to strengthen and grow account relationships by ensuring accuracy maintaining our highquality standards and upholding compliance and regulatory standards.
With your strong interpersonal skills you will act as a liaison between colleagues clients and internal senior professionals. The ideal candidate should be solutions driven. You will mitigate client concerns or issues raised address them in a timely manner and escalate to senior level colleagues or supervisors when appropriate.
You are a team player recognized for contributing to a positive collaborative work environment and you do not hesitate to join forces with colleagues across functions to meet team and organizational goals and objectives.
We will count on you to:
Manage client requests and inquiries through various communication channels (telephony centralized email in boxes etc. in a prompt and professional manner.
Manage and process transactions including issuance of Auto ID Cards Certificates of Insurance Invoicing accounting discrepancies receivables including sending documentation to appropriate parties.
Process new business / renewal applications and submissions accurately and in a timely manner in accordance with carrier guidelines and our professional standards.
Work with colleagues across functions and our leadership team to identify and propose continuous improvement opportunities with the goal of streamlining processes gaining efficiencies and improving customer experience.
Analyze existing coverages determine client specific needs counsel client and recommend coverages accordingly identify cross sell opportunities.
Manage claims reporting collect and document details empathetically and professionally submit to the carriers in a timely manner and in accordance with their standard processes.
Successfully contribute to the achievement of agreed upon Service Level Agreements (SLA) Key Performance Indicators (KPI) and business objectives.
Be agile and proactive; able to manage and prioritize multifunctional tasks collaborate with colleagues in different programs when required to balance workload and meet our clients business needs.
Build and maintain strong working relationships with internal and external stakeholders.
Ensure exceptional client experience and service delivery
Take ownership of your personal development and professional growth proactively enhancing your knowledge and skills.
What you need to have:
College/university degree or equivalent work experience
RIBO license Personal lines or Commercial Insurance Brokers license (AMF Qc).
12 years work experience in personal or commercial insurance or in the financial sector.
Experience working in a Service Centre environment
Bilingual (Clear and concise oral and written communication skills in both English and French)
Ability to work in a fastpaced Service Centre environment
Dedicated to providing exceptional customer service
Clear and concise oral and written communication skills
Excellent organizational skills ability to prioritize work and meet deadlines
Excellent interpersonal skills ability to work within a team and with multiple stakeholders
Proficient in Microsoft Office tools (or equivalent) Outlook Word and Excel
What makes you stand out:
Commercial insurance licenses in multiple provinces
Working towards CAIB or CIP / PAA (Quebec) considered an asset
Why join our team:
We help you be your best through professional development opportunities interesting work and supportive leaders.
We foster a vibrant and inclusive culture where you can work with talented colleagues to create new solutions and have impact for colleagues clients and communities.
Our scale enables us to provide a range of career opportunities as well as benefits and rewards to enhance your wellbeing
Required Experience:
Senior IC
Employment Type
Full-Time
