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Clinical Manager, 2E UHN RCC
Trillium Health Partners
ON · Ontario, Canada
- Full-time
…Manager, is an integral member of the Program’s leadership team. This role has responsibility for a team at our UHN RCC site located in West Toronto. The UHN RCC site offers high intensity…
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ERP Business Analyst Dynamics 365 F&0
Techo-Bloc
Longueuil, QC
- Full-time
Headquartered just steps from Quartier Dix30 on Montreal’s South Shore, Techo-Bloc is the product innovation leader in its industry. Our pavers, retaining walls and masonry materials set…
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LOA Support Representative | 2 Openings
McKesson
Mississauga, ON
- Full-time
When an employee or a People Leader at McKesson needs assistance, they often turn to the McKesson Employee Care team. The goal of the Employee Care team is to provide a delightful employee…
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Assistant Store Manager
JD Sports / Livestock / Size?
Regina, SK
Our Retail team is is looking for an Assistant Store Manager at our Cornwall Centre location in Regina, SK! Come join our quickly growing and developing team at JD Sports Canada. Main…
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SHIFT LEADER - WHITBY
Kitchen Stuff Plus
Whitby, ON
…We are proud of, and invest in, our great people. Join our team, explore, and discover all the great stuff we have to…
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Senior Accountant
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Oakville, ON
- Full-time
…work, grow your career, and make a meaningful impact. Join a team that values collaboration, initiative, and the drive to achieve more…
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Account Manager
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Mississauga, ON
- Full-time
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Sherbrooke, QC
- Full-time
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Sherbrooke, QC
- Full-time
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Longueuil, QC · Saint-Hubert, QC
- Full-time
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Human Resources Manager
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Banff, AB
- Full-time
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Manager, Revenue Cycle and AR Transformation FT
EHN Canada
Toronto, ON
- $78,000 to $120,000 CAD / year
- Full-time
We are looking for a hands-on leader to drive EHN’s order-to-cash transformation and the change management that comes with it. You will redesign how EHN bills and recognizes revenue,…
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DIRECTEUR, RESSOURCES HUMAINES EN MAGASIN
The Home Depot Canada
Windsor, ON
- Full-time
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Food Safety and Compliance Specialist
Rentokil Initial
Vernon, BC
- $45,000 to $47,000 CAD / year
- Full-time
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Site Labour Relations Manager
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Regina, SK
- Full-time
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7731 - 3rd Key
Lids
Cookstown, ON
- $18.1 CAD / hour
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Quality Coordinator – ALTO project / Cadence
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Montreal, QC
- Full-time
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Murex Specialist
Luxoft
Toronto, ON · Greater Toronto Area, Canada
- Full-time
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Concepteur de produits principal/ Senior Product Designer
Acumatica
Montreal, QC
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Oakville, ON
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7747 - 3rd Key
Lids
Gatineau, QC
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Lead Product Manager (Bilingual/ Fax/ Telco)
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Data Engineering Director - Vancouver
Slalom
Vancouver, BC · Greater Vancouver Metropolitan Area
- Full-time
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HVDC Design Engineer (Electrical/Computer Engineer)
Manitoba Hydro
Winnipeg, MB
- Full-time
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Senior Designer
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- Full-time
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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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