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Added 8 mins ago
GO
Engineering and Field
Government of New Brunswick
Saint John, NB
- Full-time
Knowledge of Quality Management Standards (ISM/ISO) and auditing procedures.
Added 8 mins ago
Senior Analyst, Client Onboarding, Global Banking & Markets (GWO)
Scotiabank
Toronto, ON
Support the Associate (Team Lead) and Associate Director to ensure that the Bank is compliant with regulatory obligations and bank-driven risk measures.
Added 8 mins ago
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Project Engineering Manager
Wood
Vancouver, BC
- $135,000 to $175,000 CAD / year
- Full-time
Prepare and manage the engineering module of the Project Management Plan (PMP) and Procedures, Instructions and Forms (PIFs) and assist the Project Director in the timely preparation,…
Added 9 mins ago
DG
Field Sales Director
Dandurand Group
Vancouver, BC
- Full-time
Reporting to the Vice President, Sales Excellence, the Field Sales Director is responsible for providing leadership, coaching, and strategic direction to the BC sales team, while overseeing…
Added 9 mins ago
BC
Director, Construction Management and Constructability
BBA Consultants
Vancouver, BC
- Full-time
You’ll report to the Construction Director and play a key role in expanding BBA's construction management and constructability capabilities in British Columbia.
Added 9 mins ago
MR
Human Resources Director
Meridia Recruitment Solutions, a KBRS Company
Dartmouth, NS
- Full-time
…organization headquartered in Dartmouth, Nova Scotia, to recruit a Director, Human…
Added 9 mins ago
C
Director of Sales | Client Services
Clearspace
Toronto, ON
- Full-time
The Director of Sales | Client Services is responsible for sourcing, advancing, and closing new workplace design-build opportunities for Clearspace. This person is a market-facing revenue…
Added 9 mins ago
MI
Sr. Financial Analyst
Mondelēz International
Toronto, ON · Plant - East York, Canada
- Full-time
Execute aspects of finance planning and performance management process and related financial decisions potentially including Annual Contract planning/forecasting, target development,…
Added 9 mins ago
E
Associate Director, Health, Safety & Environment (Electricity Operations)
EPCOR
AB · Edmonton, Alberta
- Full-time
- Temporary
The Associate Director, Health, Safety & Environment plays a critical leadership role in advancing health, safety, and environmental excellence across Electricity Operations. In this role,…
Added 9 mins ago
BE
Child Care Centre Director
BrightPath Early Learning & Child Care
Kitchener, ON
- Full-time
Demonstrated knowledge of financial management
Added 9 mins ago
Director, Data Centre Commissioning
Bell
Calgary, AB
As Cx Commissioning Director, you will own the commissioning program at the portfolio level - defining the Cx methodology, standards, and governance that every site executes against to…
Added 23 mins ago
DG
Account Director
Dexterra Group
Vancouver, BC
- Full-time
We are seeking a dynamic and experienced leader with a strong technical background in facility management to oversee operations across a campus setting. This role requires hands-on…
Added 23 mins ago
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Senior Program Manager
BGIS
Toronto, ON
- Full-time
…vendor interaction, design, construction projects, facilities management, and general knowledge of real estate…
Added 24 mins ago
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Account Director
Dexterra
Vancouver, BC
- Full-time
We are seeking a dynamic and experienced leader with a strong technical background in facility management to oversee operations across a campus setting. This role requires hands-on…
Added 24 mins ago
M
Director, Program Management
MDA
Sainte-Anne-de-Bellevue, QC
- Full-time
The Director, Program Management provides strategic leadership, functional direction and operational oversight for the Program Management organization within Satellite Systems. Working in a…
Added 24 mins ago
MC
MGR Fitness & Training
MNP Community & Sport Centre
Calgary, AB
- Full-time
Reports to: Director of Fitness, Training & Children’s Programs
Added 24 mins ago
GT
Senior Officer, Noise Management (Term Opportunity - Six Months)
Greater Toronto Airports Authority
Toronto, ON
- Full-time
Reporting to the Associate Director, Airport and Aviation Policy, this position is responsible for noise management office functions including responding to community concerns about Toronto…
Added 24 mins ago
AS
HR Manager
AgileGrid Solutions
Canada
- Full-time
The Human Resources Director will lead the development and execution of organization-wide HR strategies, policies, and services for OMAC Martial Arts’ multi-franchise network. This role…
Added 24 mins ago
MD
Legal Operations Director - State Prog Admin Manager Sr
Minnesota Direct Care and Treatment
Saint-Paul, NB · St.-Paul, NB
- Full-time
The Director will play a key role in supporting DCYF’s General Counsel Team with systems, tools, knowledge, and skills necessary to meet the agency’s legal needs and obligations and support…
Added 24 mins ago
E
Senior Designer
Entro
Vancouver, BC
- Full-time
Support the Creative Director in leading the design team in creating conceptual renderings, artwork, and graphic materials and design intent specifications;
Added 24 mins ago
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Director / Partner, Private Client Tax
Gravita
London, ON · Bristol-London, ON
- Full-time
As a Director or Partner within our Private Client team, you play a pivotal role in the delivery and growth of a high-quality advisory offering for entrepreneurs, business owners,…
Added 24 mins ago
E
Creative Director
Entro
Vancouver, BC
- Full-time
Our West Coast office is looking for a Creative Director! Are you interested in a career where you can make an impact in shaping everyday experiences? Are you ready to put your creative…
Added 38 mins ago
SL
Manager, Regulatory and Subsidiary Reporting
Sun Life
Toronto, ON · Waterloo, ON · Sun Life Toronto One York
- Full-time
Reporting to the Director, Regulatory and Subsidiary Reporting, the Manager, Regulatory and Subsidiary Reporting will be part of the Retail Advice & Solutions Finance team and will be…
Added 38 mins ago
SL
Manager, Regulatory and Subsidiary Reporting
Sun Life
Toronto, ON · Waterloo, ON · Sun Life Toronto One York
- Full-time
Reporting to the Director, Regulatory and Subsidiary Reporting, the Manager, Regulatory and Subsidiary Reporting will be part of the Retail Advice & Solutions Finance team and will be…
Added 39 mins ago
Technical Solutions Architect 1
Symcor
Mississauga, ON
As a Technical Solutions Architect reporting to the Director of Architecture, you’ll design enterprise payment solutions, assess vendor technologies, and ensure vendor-delivered platforms…

AGA Benefit Solutions

Team Leader, Customer Service

Montreal, QC, Canada

Full-time

Apply About employer

Applications open in a new tab.

Job details

Job type: Full-time
Apply by: May 4, 2027
Posting language: English
Posted: Nov 5, 2026

Original job description

Are you a natural problem-solver with a talent for bringing colleagues together and the experience to get things moving? Put your group insurance expertise to work in a role where your leadership and organizational skills will make all the difference!

Reporting to the Assistant Director, Client Relations Team, the Client Relations Team Coordinator will be primarily responsible for ensuring the smooth operation of the Customer Service department. The incumbent will also perform various duties as outlined below.

Key Responsibilities:

Act as the main resource person for the entire Customer Service team by answering questions from team members and other internal clients (e.g., advisors or colleagues) regarding service-related cases, procedures, claims issues, and other matters. This includes taking ownership of cases referred by advisors and ensuring appropriate follow-up;
Participate in the onboarding and training of new Customer Service team members in collaboration with the trainer, as well as in the ongoing development of existing team members;
Contribute to Customer Service quality management by supporting auditors as needed and addressing cases of non-compliance;
Organize and coordinate team support activities, including scheduling call centre coverage while considering vacations, planned and unplanned absences, employee meetings, and external support. Provide day-to-day assistance to agents when call wait times become excessive and handle calls when necessary;
Monitor and manage Customer Service processing times, particularly regarding email inquiries;
Periodically review and update Customer Service procedures with various insurers, develop internal procedures, and ensure that all procedures are properly documented in the knowledge base and communicated to agents and other relevant stakeholders;
Participate in testing following the implementation of new tools or enhancements to existing tools within the AGA+PLUS team;
Communicate new practices and relevant general information to the Customer Service team (e.g., new groups, procedural reminders) to support daily operations, as well as to other departments when applicable;
Oversee all Customer Service activities involving plan members and plan administrators, ensure the efficiency of work methods, and monitor compliance with established procedures and requirements;
Handle customer complaints by communicating directly with clients to understand their concerns and identify appropriate solutions. Prepare decision letters when required, in collaboration with the Assistant Director;
Compile call centre statistics and performance data;
Plan, organize, and actively participate in team meetings by sharing updates, providing guidance, communicating directives, and reinforcing key procedures;
Participate in new group implementation meetings as needed;
Perform any other related duties as requested by the supervisor.

The Ideal Candidate Has the Following Qualifications:

College diploma;
Minimum of eight (8) years of experience in group insurance;
Strong commitment to delivering outstanding customer service;
Exceptional organizational skills and a strong sense of ownership;
Highly developed sense of responsibility and accountability;
Excellent command of both French and English, written and spoken;
Good knowledge of the Microsoft Office suite;
Ability to maintain the confidentiality of sensitive information;
Demonstrated flexibility and leadership skills;
Versatility, resourcefulness, a high degree of autonomy, attention to detail, and thoroughness.

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More about this job

Responsibilities

Coordinate the day-to-day operation of the Customer Service team, including staff support, training, scheduling, quality management, procedures, and service performance. Handle escalated cases and customer complaints, communicate operational updates, compile performance statistics, and support team meetings and new group implementations.

Requirements

Requires a college diploma and at least eight years of group insurance experience, along with a strong commitment to customer service and excellent organizational and accountability skills. Candidates must have excellent written and spoken French and English, Microsoft Office knowledge, discretion with sensitive information, and demonstrated flexibility, leadership, resourcefulness, autonomy, and attention to detail.

Skills

Customer Service
Group Insurance
Team Leadership
Training and Onboarding
Quality Management
Scheduling and Coordination
Case Management
Complaint Resolution
Procedure Development
Performance Monitoring
Microsoft Office
Written and Verbal Communication
Organization
Confidentiality
Attention to Detail
Autonomy

Visa sponsorship

Not detected in the job text

Keywords

Group Insurance
Customer Service
Client Relations
Call Centre
Claims
Service Procedures
Case Follow-Up
Onboarding
Employee Training
Quality Management
Compliance
Scheduling
Workload Management
Email Inquiries
Knowledge Base
Tool Testing
Customer Complaints
Decision Letters
Call Centre Statistics
Performance Data
Plan Members
Plan Administrators
Microsoft Office
Confidential Information
French
English

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