Customer Service Professional - Group Benefits

Customer Service Professional, Group Benefits

Employment Type:

Six-month contract

Contract Dates:
September 8, 2026 to March 5, 2027

Location:

Halifax, NS or Waterloo, ON

Work Arrangement:
Hybrid, three days per week in the office and 2 days work from home

Pay Rate: $21.00 per hour

Hours:

37.5 hours per week

We are hiring a Customer Service Professional to support group benefits customers in a fast-paced contact centre environment. In this role, you will assist plan members with questions related to insurance benefits, claims, coverage, account balances, and online systems.

You will manage approximately 50 inbound calls per day while providing timely, accurate, and empathetic service. Some customer requests may require outbound follow-up by email.

This is an excellent opportunity for someone who enjoys helping people, learning detailed information, and working in a structured, performance-driven environment.

• Respond to approximately 50 inbound customer calls per day
• Assist customers with questions related to group insurance benefits and claims
• Explain why a claim may have been declined or only partially paid
• Navigate source documents, benefit plans, and internal systems to locate accurate information
• Troubleshoot plan member account and system-related inquiries
• Provide clear and timely information about available products and services
• Complete outbound follow-up with customers by email when required
• Document customer interactions accurately and in accordance with established procedures
• Resolve customer concerns during the first interaction whenever possible
• Maintain quality, accuracy, compliance, and schedule-adherence standards
• Participate in specialized cross-training based on performance and business needs
• Work collaboratively within a supportive and respectful team environment

• Average handle time, including talk time, hold time, and after-call work
• Customer satisfaction and Net Promoter Score
• Quality, accuracy, and compliance
• First-call resolution
• Repeat-call volume
• Transfer rates
• Schedule adherence

The target call length is approximately 10 minutes or less, depending on the nature and complexity of the customer’s request.

• Group benefits products and processes
• Contractual limitations and coverage details
• Claims-related inquiries
• Customer privacy and information-sharing guidelines
• Internal systems and technology
• Customer service procedures and call handling

You may also receive specialized cross-training in areas such as dental claims, health benefits, or group benefits balances. Cross-training opportunities will be based on performance, business needs, and your ability to apply the initial training.

You are not expected to know everything immediately. The team is looking for consistent effort, curiosity, professionalism, and a willingness to learn through training and experience.

• At least two years of overall customer service experience
• A minimum of one year of demonstrated stability in a previous position
• High school diploma or equivalent
• Strong verbal and written communication skills
• Ability to communicate clearly, professionally, and concisely
• Demonstrated empathy when supporting customers, while remaining firm and accurate
• Experience using technology and navigating multiple systems at the same time
• Ability to learn detailed products, policies, and processes
• Strong problem-solving and information-navigation skills
• Ability to work independently while contributing to a team environment
• Ability to work from the office every Tuesday, Wednesday, and Thursday
• Availability to complete the full training schedule
• Availability for rotating shifts within the stated hours of operation
• A private and professional workspace for work-from-home days
• Ability to connect a computer directly to a modem using an Ethernet cable

• Previous contact centre or call centre experience
• Experience supporting insurance, group benefits, banking, or financial services customers
• Experience handling medical or dental insurance claims
• Experience working in a professional medical or dental office
• Experience with Salesforce
• College diploma or…