Client & Program Manager

An exciting opportunity is available for a Client & Program Manager– to join our growing team.

Community Housing Coverage (CHC), a wholly owned subsidiary of BC Non‑Profit Housing Association, delivers a sector‑owned insurance program designed to support the long‑term sustainability of non‑profit housing providers. Through a reciprocal, self‑insurance model, CHC pools resources, shares risk, and reinvests in the community. HUB International is the broker partner for CHC’s program, responsible for negotiating carrier relationships and managing sales distribution.

The affordable housing sector includes non‑profit, and Indigenous housing providers that offer safe, stable, and affordable homes to people with low to moderate incomes—such as seniors, families, newcomers, and individuals facing systemic barriers. CHC’s work is rooted in a deep commitment to equity, resilience, and the long‑term viability of community housing across British Columbia.

The Client & Program Manager supports non‑profit housing providers participating in the CHC insurance program. This role is a strong fit for an early‑career insurance professional who enjoys helping clients navigate policy information, renewal timelines, and claims processes.

Working closely with CHC’s brokerage and insurance partners, the successful candidate coordinates communication, maintains accurate member information, and ensures that providers receive timely and reliable support throughout their participation in the program.

This role is ideal for someone with 3–4 years of insurance experience (brokerage service, claims coordination, or underwriting support) who wants to apply their skills in a mission‑driven, community‑focused setting.

• Serve as the first point of contact for member inquiries related to the CHC insurance program
• Provide clear and accessible explanations of policy structure, deductibles, program participation, and renewal steps
• Guide members through the claims intake and reporting process, ensuring brokers and adjusters receive required documentation
• Maintain timely and professional response standards for all member interactions
• Track open cases, questions, and follow‑ups through to resolution.

• Collaborate closely with CHC’s external brokerage to route member requests appropriately
• Facilitate the distribution of policy documents, certificates, endorsements, and renewal packages
• Escalate member concerns requiring broker or underwriting involvement
• Help align service expectations between CHC, its broker partners, and participating members

• Maintain accurate member, coverage, and claims data across internal systems
• Document patterns in questions or support needs to inform resource development (e.g., FAQs or guides)
• Assist in collecting and organizing information needed for renewals and annual program processes
• Support internal reporting activities, including trend observations and service insights
• Identify opportunities for process improvement and surface them to leadership

• Work closely with other CHC support roles to ensure seamless member service delivery
• Provide backup coverage during staff absences to maintain continuity of service
• Represent CHC at conferences and sector events, including staffing booths and engaging with attendees
• Demonstrate commitment to continuous learning and staying current on sector and insurance developments

Note:

This position does not quote, sell, bind, or remarket insurance. All licensed functions remain with CHC’s brokerage partners.

• Post‑secondary education in business, insurance, risk management, public administration, or related discipline — or equivalent relevant experience

• 3–4 years of experience in insurance customer service, commercial lines support, claims assistance, or underwriting support
• Familiarity with broker workflows, policy cycles, and claims handling processes
• Experience working with property and liability insurance is an asset

• Understanding of core insurance…