Bilingual Group Senior Client Service Representative

Position: Bilingual Group Benefits Senior Client Service Representative
Job Summary
Company: CLIC
Department:
Client Services

Employment Type:

Regular Full-Time
Work Model:
Hybrid (2 days in office)
Language:
Bilingualism in English and French is required.
Job Grade: 3

Job Overview
The senior client service representative, group benefits is the first point of contact for group benefits plan sponsors and human resources professionals. The role builds and maintains strong relationships with plan sponsors, provides them with education and guidance on eligibility requirements and administration of group benefit plans, and provides them with training on the Benefits Now for Plan Sponsors website.

Key Responsibilities

Answer client inquiries received by phone, email or through the online system regarding Group Benefits eligibility and administration, billing and premium inquiries, exception handling, and general inquiries.

Educate plan sponsors/administrator on Group Benefits administration and policy guidelines.

Train plan administrators on the use of Benefits Now for Plan Sponsors.

Troubleshoot inquiries from Benefits Now for Plan Sponsor users (for both initial training and ongoing consultation).

Research situations to determine the root cause of any plan member eligibility discrepancies reported by clients and make any appropriate corrections to plan member information on internal systems.

Provide back-up to the EHC/Dental CSRs, responding to claims and coverage inquiries related to health and dental coverage.

Respond to claims‑related inquiries from plan sponsors / administrators to ensure service at first point of contact.

Qualifications

Completed a post‑secondary education, or an equivalent combination of relevant experience and/or education.

2 years of previous experience with Group Benefits.

Completion of LOMA, HIAA, GBA, or ACS is an asset.

High level of accuracy, demonstrating sound problem‑solving skills and excellent written communication skills.

Ability to work in a team environment to consistently provide superior client service.

Excellent communication skillset.

Strong organizational, problem‑solving, and analytical skills.

Success Factors

Influence change and commit to continuous improvement to exceed client expectations.

Leverage critical thinking skills to identify problems and proactively propose solutions.

Strong communication skills enabling clear conveyance of messages.

Effective team player who shares knowledge to support peers.

Background Check
You will be subject to a background check as a condition of employment, in the event you are the successful candidate.

Benefits

Training and development opportunities to grow your career.

Flexible work options and paid time off to support your personal and family needs.

A holistic approach to your well‑being, with physical and mental health programs and a supportive workplace culture.

Paid volunteer days to give back to your community.

In addition to our competitive salary and incentive programs, eligible employees also benefit from a comprehensive total rewards package including group retirement savings plans, pension and benefits (e.g., health and wellness, dental, disability and life coverage), mental health support and an employee assistance program.

Compensation
Expected salary range: $50,280 – $83,800.

The salary amount for the successful candidate is determined by Co‑operators in its discretion and will vary depending on several criteria including but not limited to local market conditions, geography and relevant job‑related factors such as knowledge, skills, qualification, experience and education.

Employees may also have the opportunity to participate in incentive programs and earn additional compensation tied to individual and/or business performance, or other business metrics.

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