Service Representative

ZLC Employee Benefits Solutions (ZEBS) is a Vancouver-based employee benefits advisory firm with a long-standing reputation for thoughtful, client-first service. We partner with organizations to design, manage, and evolve employee benefits programs that are sustainable, competitive, and aligned with business goals.
Our work sits at the intersection of strategy, service excellence, and long-term relationships. We value clarity over chaos, accountability over hand-holding, and smart, capable people who take ownership of their work. If you enjoy autonomy, collaboration, and doing work that genuinely helps clients make better decisions, you’ll fit in well here.

What We Offer   Competitive base salary of  $57,000 – $71,000 , based on experience
Opportunity to earn additional incentive compensation
Hybrid work environment with flexibility and trust
Collaborative, experienced team with strong internal support
Professional development and ongoing learning opportunities
A workplace culture that values accountability, clarity, and results (not micromanagement)
Dog friendly work environment
Annual corporate retreat to really cool local places with no work to be done.
Full

Job Description:

Service Representative  About the Role  The Service Representative is the primary day-to-day contact for an assigned block of clients within our Employee Benefits practice. This role ensures exceptional service delivery by responding to client inquiries, supporting renewals, preparing documentation, and coordinating with insurers and internal teams. The Service Representative plays a critical role in maintaining strong client relationships, ensuring accuracy in all benefits administration tasks, and contributing to an overall high-quality client experience

Key Responsibilities  Client Service & Support (Primary Focus)   Serve as the first point of contact for client inquiries related to benefits plans coverage details, claims issues, eligibility, and policy documents.
Respond to client questions promptly, professionally, and accurately.
Provide guidance to clients on insurer processes, plan management, and best practices.
Maintain strong, positive relationships with clients and act as a trusted resource for plan administrators.
Review insurer documentation for accuracy and completeness before releasing to clients.
Track and follow up on outstanding administrative items to ensure timely resolution.
Support new group implementations and mid-year plan amendments.
Work closely with insurers to conduct plan administrator training.
Assist the Account Executive with annual renewals, including gathering data, preparing renewal template documents, and updating internal files.
Collaborate with insurance carriers to resolve client issues, request information, and follow up on pending items.
Ensure carrier changes, documentation, and updates are completed accurately and on time.
Review carrier communications and proactively flag relevant updates to both clients and internal teams.
Internal Collaboration & Compliance   Work closely with Advisors, Account Executives, and internal support teams to deliver seamless client service.
Maintain accurate records in the CRM and document management systems.
Follow compliance processes related to privacy, data security, and industry regulations.
Participate in process improvements to enhance client experience and operational efficiency.
Qualifications  Education & Experience   3+ years of experience in group benefits, insurance administration, financial services, or related client-service roles.
Knowledge of group benefits products and working with advisors or insurers is considered a strong asset.
Strong communication skills (written and verbal), with the ability to translate complex information into clear…