Client Service Representative

Olympia Benefits Inc. is looking for a friendly, dependable, and solution-focused Client Services Representative (CSR) to join our team in Calgary, AB.

As a CSR, you will be one of the primary points of contact for our clients and play an important role in creating a positive customer experience. You will support clients through phone and email, helping answer questions, resolve concerns, and guide them through their accounts and services.

We are looking for someone who takes ownership, has great attention to detail, communicates confidently and professionally, and is willing to take the extra step to find a solution. You should be comfortable asking questions, using your judgement, and working collaboratively with others while managing your own responsibilities.

This position offers training and opportunities for internal career growth. Post-secondary new graduates are welcome to apply.

• Upholds the division and Olympia’s reputation and values, while promoting our motto “With Us, It’s Personal” in all interactions with employees, clients, and business associates.
• Answer all inbound client inquiries by phone and email in a timely, friendly, and professional manner.
• Make outbound calls as required, including client follow-ups, returning messages, new client onboarding, and special outreach projects.
• Resolve client questions and concerns related to benefits, claims, account set up and maintenance, online portal access, digital forms, self-service tools and general inquiries.
• Support a variety of client groups including plan members, employers, advisors, and business partners while delivering consistent and professional client experience.
• Maintain clear, accurate, and detailed notes of client interactions and account activity.
• Understanding privacy legislation, internal compliance protocols, and handling tax related inquiries.
• Maintain confidentiality and appropriately safeguard sensitive client and financial information.
• Identify recurring client questions, concerns, or trends and communicate them to leadership.
• Recommend opportunities to improve processes, procedures, and overall client experience.
• Participate in ongoing training, coaching, and professional development.
• Provide timely, professional and accurate services across phone and email.
• Take ownership of client requests and ensure follow-up is completed.
• Maintain strong attention to detail.
• Meet established client service performance standards and service levels.
• Maintain a high level of integrity and confidentiality when handling sensitive information.
• Flexible to perform a variety of tasks as required to support the team, business, and organizational priorities.
• Connection:
  Builds long-term relationships by collaborating with clients and industry participants.
• Accountability:
  Is a trusted business partner who operates with transparency and integrity.
• Innovation:
  Leverages technology to continuously improve how we serve our customers.
• Adaptability:
  Adapts to changes and shifting priorities and is open to new ideas and responsibilities.
• Attention to Detail:
  Pays close attention to details to produce accurate work.
• Interpersonal
  
  Skills:
  
  Establishes professional working relationships, is flexible/adaptable, works well with others and solicits feedback.
• Job Knowledge:
  Understands facets of the job, is aware of duties and responsibilities, and keeps current with job knowledge.
• Productivity:
  Manages workload, works efficiently, and meets goals and objectives.
• Problem Solving:
  Understands what is causing a problem, finds solutions and knows when to upscale to leadership.
• Teamwork:
  Is accountable to the team, works to meet established deliverables, appreciates the views of team members, and is respectful.

• High…