Position: Customer Service Professional - Group Benefits
Location: WaterlooCustomer 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: $ per hour
Hours: hours per week
Position Overview
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.
Key Responsibilities
Respond to approximately 50 inbound customer calls per dayAssist customers with questions related to group insurance benefits and claimsExplain why a claim may have been declined or only partially paidNavigate source documents, benefit plans, and internal systems to locate accurate informationTroubleshoot plan member account and system-related inquiriesProvide clear and timely information about available products and servicesComplete outbound follow-up with customers by email when requiredDocument customer interactions accurately and in accordance with established proceduresResolve customer concerns during the first interaction whenever possibleMaintain quality, accuracy, compliance, and schedule-adherence standardsParticipate in specialized cross-training based on performance and business needsWork collaboratively within a supportive and respectful team environmentPerformance Expectations
Success in this position will be measured using several customer service and operational metrics, including:
Average handle time, including talk time, hold time, and after-call workCustomer satisfaction and Net Promoter ScoreQuality, accuracy, and complianceFirst-call resolutionRepeat-call volumeTransfer ratesSchedule adherenceThe target call length is approximately 10 minutes or less, depending on the nature and complexity of the customer’s request.
Training and Development
Successful candidates will complete approximately six to eight weeks of structured training. Training will cover:
Group benefits products and processesContractual limitations and coverage detailsClaims-related inquiriesCustomer privacy and information-sharing guidelinesInternal systems and technologyCustomer service procedures and call handlingYou 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.
Required Qualifications
At least two years of overall customer service experienceA minimum of one year of demonstrated stability in a previous positionHigh school diploma or equivalentStrong verbal and written communication skillsAbility to communicate clearly, professionally, and conciselyDemonstrated empathy when supporting customers, while remaining firm and accurateExperience using technology and navigating multiple systems at the same timeAbility to learn detailed products, policies, and processesStrong problem-solving and information-navigation skillsAbility to work independently while contributing to a team environmentAbility to work from the office every Tuesday, Wednesday, and ThursdayAvailability to complete the full training scheduleAvailability for rotating shifts within the stated hours of operationA private and professional workspace for work-from-home daysAbility to connect a computer directly to a modem using an Ethernet cablePreferred Qualifications
Previous contact centre or call centre experienceExperience supporting insurance, group…
