Client Service Specialist

Sterling Brokers is disrupting the Group Benefits and Retirement landscape in Canada through our innovative application, integrating with the largest insurance carriers in Canada and global HRIS platforms, to administer a streamlined solution. We are the largest independently owned and operated Third Party Administrator (TPA) and Broker in Canada, and 4th largest overall. Established in 2014, SCB is growing rapidly and looking for talented individuals to join our team.

The client service specialist plays a crucial role in the client lifecycle at Sterling Brokers. This role provides front line support and client care to new and existing clients with group benefits managed through Sterling Brokers. This role will provide both day-to-day support for inquiries and escalations, while also collaborating closely with partner teams in Account Management and Implementation. This role requires a strong affinity for customer success and client service to be successful.

This role is fully remote, and we're looking for candidates who thrive in a remote environment and are intentional about building strong relationships with their colleagues and team members virtually.

Please note that this is not a sales position. We're seeking candidates whose experience and qualifications align with the requirements outlined below.

• Providing a best-in-class service experience to the Sterling Brokers book of clients and plan members
• Supporting day-to-day inquiries and escalations from your clients and members
• Answering questions about benefit coverage, claims processes, registration, and insurance carrier rules
• Supporting escalations from clients and members to ensure a swift resolution
• Participating as an active member of our CSS Team which meets daily to ensure alignment on priorities and support any issues that arise day to day
• Contributing to cross-functional initiatives to innovate and improve our client journey, SCB products, and other improvement initiatives
• Other duties as assigned

• 3+ years of experience in the Group Benefits Industry is required (e.g., working with an insurance carrier, Third Party Administrator, in Human Resources, etc)
• 3+ years of experience in Account Management, Client Services, or Customer Success
• LQP, GBA or CEB designations are an asset
• Passionate about remote work and building relationships virtually
• Experience with MS Office Suite is required (particularly Excel)
• Comfort with a wide range of web applications (e.g., Salesforce, Zendesk, )
• Ability to prioritize tasks efficiently
• Strong time management skills with the ability to hit deadlines as required
• Prefer fast-paced environments with the ability to learn and grow
• French bilingual fluency is an asset

• Comprehensive health and wellness benefits
• Flexible Paid Time Off
• Remote-first
• Opportunities to grow with a high-performing, technology-enabled organization