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Added 4 mins ago
HM
Family Practitioner/General Practitioner
Health Match BC
Penticton, BC
- Internship
Added 4 mins ago
HM
Internal Medicine
Health Match BC
Williams Lake, BC
- Full-time
Added 4 mins ago
HM
Family Practitioner/General Practitioner
Health Match BC
Kelowna, BC
- Full-time
Added 4 mins ago
HM
Family Practitioner/General Practitioner
Health Match BC
Kelowna, BC
- Full-time
Added 4 mins ago
HM
Family Practitioner/General Practitioner
Health Match BC
Kelowna, BC
- Full-time
Added 4 mins ago
HM
Family Practitioner/General Practitioner
Health Match BC
Kelowna, BC
- Full-time
Added 4 mins ago
HM
Family Practitioner/General Practitioner
Health Match BC
Kelowna, BC
- Part-time
Added 4 mins ago
HM
Family Practitioner/General Practitioner
Health Match BC
Kelowna, BC
- Full-time
Added 4 mins ago
HM
Family Practitioner/General Practitioner
Health Match BC
Kelowna, BC
- Full-time
Added 4 mins ago
HM
Family Practitioner/General Practitioner
Health Match BC
Kelowna, BC
- Full-time
Added 4 mins ago
HM
Family Practitioner/General Practitioner
Health Match BC
Kelowna, BC
- Full-time
Added 4 mins ago
SA
Assistant Restaurant Manager
SSP America
Richmond, BC
- Full-time
We’re looking for an Assistant Restaurant Manager who thrives in high-volume environments, leads from the floor, and partners closely with both the Restaurant General Manager and Kitchen…
Added 4 mins ago
SA
Assistant Restaurant Manager
SSP America
Richmond, BC
- Full-time
We’re looking for an Assistant Restaurant Manager who thrives in high-volume environments, leads from the floor, and partners closely with both the Restaurant General Manager and Kitchen…
Added 34 mins ago
KJ
Executive Assistant
Kenny Johnson University
Montreal, QC · Greater Montreal Metropolitan Area
- $25 to $30 CAD / hour
- Part-time
Executive Assistant & Operations Coordinator (Part-Time)
Added 34 mins ago
WF
Grocery Team Member (Stocker, Inventory, Floor Service, Customer Service) - Full Time
Whole Foods Market
Oakville, ON
- Full-time
Added 1 hour ago
HJ
Administrative Clerk : Technical Record / FAcT
Helicopter Jobs
Southport, MB
- Full-time
Added 1 hour ago
SM
Storeperson
Stevenson Memorial Hospital
Alliston, ON
- Full-time
Added 1 hour ago
SM
Unit Assistant, Emergency
Stevenson Memorial Hospital
Alliston, ON
- Internship
The Unit Assistant ensures clear concise communication and facilitates the flow of information with other facilities, the health care team, visitors, family members and patients. As part of…
Added 1 hour ago
CO
CASUAL Accessibility Assistant (To Garner Applications)
College of New Caledonia
Prince George, BC
- Full-time
…collaboration with the Accessibility Advisor, the Accessibility Assistant provides non-instructional support for students with disabilities in the classroom, on-campus settings, and during…
Added 1 hour ago
EE
Engineer Assistant
Evans-Graves Engineers, Inc.
Montreal, QC · Urban agglomeration of Montreal, QC
- Full-time
…Civil Departments Of Our Baton Rouge, LA Or New Orleans, LA Office. The Successful Candidate Will Work On a Wide Variety Of Projects For Both Private And Public Clients. This Is An…
Added 1 hour ago
Admissions Clerk 4
Winnipeg Regional Health Authority
Winnipeg, MB
Added 1 hour ago
Patient Admitting Clerk
Winnipeg Regional Health Authority
Ashern, MB
Added 1 hour ago
Unit Clerk - Ambulatory Care
Winnipeg Regional Health Authority
Winnipeg, MB
Added 1 hour ago
Medical Laboratory Assistant
Winnipeg Regional Health Authority
Winnipeg, MB
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Medical Laboratory Assistant
Winnipeg Regional Health Authority
Portage la Prairie, MB

AGA Benefit Solutions

Team Leader, Customer Service

Montreal, QC, Canada

Full-time

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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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