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Added 2 mins ago
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TEKsystems

Customer Service Professional

Toronto, ON, Canada

Hybrid

$21 to $23 CAD / hour · Contract

Apply About employer

Applications open in a new tab.

Job details

Pay: $21 to $23 CAD / hour
Job type: Contract
Workplace: Hybrid
Apply by: Nov 4, 2026
Working hours: 37.5 hours per week
Posting language: English
Posted: Oct 5, 2026

Original job description

Our client, a Fortune 500 Insurance Firm is currently looking to hire for customer service specialists to join their team in downtown Toronto!

Customer Service Professional, Group Benefits

Location: Toronto, Ontario

Work Arrangement: Hybrid, three days per week in office and 2 days WFH

Contract Length: 6-month contract with potential for permanent employment

Pay Rate: $21.00 to $23.00 per hour

Hours: 37.5 hours per week

Expected Start Date: November 16, 2026

Position Overview

We are seeking a motivated and customer-focused Customer Service Professional to support customers with inquiries related to group insurance benefits.

In this role, you will manage inbound customer calls and provide follow-up support by email. You will help plan members understand their benefits, troubleshoot account and system-related concerns, and answer questions about insurance claims, coverage, balances, and payments.

This is an excellent opportunity for someone with customer service or call centre experience who is interested in developing a career within the insurance and group benefits industry.

Key Responsibilities

Handle approximately 50 inbound customer calls per day.
Work toward an average call-handling goal of 10 minutes or less.
Provide timely and accurate information regarding group benefits products and services.
Assist customers with questions about insurance claims, benefit balances, coverage, and payment amounts.
Explain why a claim may have been declined, partially paid, or processed differently than expected.
Navigate multiple systems and source documents to locate accurate information.
Troubleshoot plan member account, system, and benefit-related inquiries.
Complete outbound follow-up with customers by email when required.
Demonstrate empathy while communicating policies, coverage limitations, and contractual requirements clearly and professionally.
Work toward resolving customer concerns during the first interaction.
Maintain quality, accuracy, privacy, and regulatory compliance.
Meet established performance expectations and service-level targets.

Performance Measures

Success in this position will be measured through several key performance indicators, including:

Average handle time, including talk time, hold time, and after-call work
Customer satisfaction and Net Promoter Score
Quality, accuracy, and compliance
First-call resolution
Repeat-call volume
Call transfer rates
Schedule adherence

Training and Development

Successful candidates will complete an extensive 6-to-8-week training program covering:

Group insurance benefits and claims
Plan member identification and account support
Contractual limitations and coverage details
Customer communication standards
Information that can and cannot be shared
System navigation and documentation
Practical examples and customer call scenarios

Employees may also receive specialized training in areas such as dental claims, health claims, group benefits balances, or working directly with medical and dental offices.

Additional cross-training opportunities will be based on performance, demonstrated ability, and achievement of key performance indicators.

We are not looking for perfection during the training and onboarding period. We are looking for consistent effort, a willingness to learn, and the ability to apply feedback. Knowledge and confidence will develop through training and hands-on experience.

Required Qualifications

Minimum of two years of overall customer service experience.
Demonstrated ability to remain committed to a position and learn new products, systems, and processes.
At least one year of experience in a previous call centre role is strongly preferred.
High school diploma or equivalent.
Ability to work from the Toronto office every Tuesday, Wednesday, and Thursday.
Availability to work rotating shifts between 8:00 a.m. and 8:00 p.m. Eastern Time, Monday through Friday.

Preferred Qualifications

Recent insurance, banking, or financial services call centre experience.
Previous call centre experience in a high-volume environment.
Medical or dental office customer service experience involving insurance claims.
Experience supporting group benefits or insurance products.
Experience using Salesforce.
College diploma or university degree.

Compensation

The hourly rate will be based on the candidates relevant experience:

$23.00 per hour: Recent insurance or banking call centre experience
$22.00 per hour: Previous call centre experience
$21.00 per hour: Medical or dental office customer service experience involving insurance claims

Work Schedule

The department operates between 8:00 a.m. and 8:00 p.m. Eastern Time, Monday through Friday .

Employees will work a rotating schedule within these operating hours. Shift schedules typically rotate weekly. This is a standard 37.5-hour-per-week position.

The Role Follows a Hybrid Working Model

Tuesday: In office
Wednesday: In office
Thursday: In office
Monday and Friday: Remote, based on operational requirements

Why Join?

Opportunity to convert to permanent employment based on performance and business needs.
Supportive, people-focused workplace culture.
Comprehensive training and ongoing development.
Exposure to group benefits, insurance claims, customer operations, and specialized service areas.
Opportunities to develop transferable skills and pursue different career paths within the organization.
Potential to receive specialized training in dental claims, health claims, or group benefits services.
A structured environment where consistent effort, learning, and professional growth are encouraged.

Ideal Candidate

The ideal candidate is patient, dependable, comfortable working with technology, and able to learn complex insurance information. They can listen carefully, locate the correct information, and explain it to customers in a clear and professional manner.

They understand how to show empathy to frustrated customers while remaining firm when communicating policy limitations or claim decisions. They are also comfortable working toward measurable performance expectations in a high-volume customer service environment.

Job Type & Location

This is a Contract position based out of Toronto, ON.

Pay And Benefits

The pay range for this position is $21.00 - $23.00/hr.

Individual compensation offered for this position within this range will depend on many factors, including qualifications, skills, relevant experience, job knowledge, geographic location, internal equity, and other pertinent job-related factors.

Workplace Type

This is a hybrid position in Toronto,ON.

À propos de TEKsystems et TEKsystems Global Services

Nous sommes un fournisseur de services aux entreprises et de technologies. Nous accélérons la transformation de nos clients. Notre compétence en stratégie, conception, exécution et opérations libère la valeur de lentreprise par un éventail de solutions. Nous sommes une équipe de 80 000 personnes qui collaborent avec plus de 60 000 clients, notamment 80 % du Fortune 500 en Amérique du Nord, Europe et Asie, qui collaborent avec nous dans le cadre de nos capacités full-stack et notre rythme. Nous sommes des penseurs stratégiques, des collaborateurs pratiques qui aident les clients à exploiter le changement et maîtriser le dynamisme de la technologie. Nous bâtissons le futur en livrant les résultats et en créant un impact positif dans nos communautés mondiales. TEKsystems et TEKsystems Global Services sont des entreprises dAllegis Group. Découvrez dautres informations à TEKsystems.com.

Ordonnance sur légalité des chances de San Francisco: Conformément à lOrdonnance sur légalité des chances de San Francisco, pour tous les postes situés dans la ville et le comté de San Francisco, nous examinerons les candidatures des personnes qualifiées ayant un casier judiciaire ou des antécédents criminels.

Utilisation de lintelligence artificielle (IA): Nous pouvons utiliser lintelligence artificielle (IA) pour soutenir certaines étapes de notre processus dembauche, notamment la recherche, la présélection et lévaluation des candidatures. LIA aide à analyser les candidatures et les qualifications, mais les décisions finales sont prises par notre équipe de recrutement. En soumettant votre candidature, vous reconnaissez et acceptez que celle-ci puisse être examinée à laide doutils dIA.

About TEKsystems And TEKsystems Global Services

Were a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. Were a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. Were strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. Were building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

San Francisco Fair Chance Ordinance: Pursuant to the San Francisco Fair Chance Ordinance, for all positions located in the city and county of San Francisco, we will consider for employment qualified applicants with arrest and conviction records.

Use of Artificial Intelligence (AI): We may use Artificial Intelligence (AI) to support parts of our hiring process, including sourcing, screening, and evaluating candidates. AI helps assess applications and qualifications, but final decisions are made by our hiring team. By applying, you acknowledge and agree that your application may be reviewed using AI tools.econnaissez et acceptez que celle-ci puisse être examinée à laide doutils dIA.

Apply About employer

More about this job

Responsibilities

Handle high-volume inbound calls and email follow-ups, helping plan members understand group benefits, claims, coverage, balances, and payments. Troubleshoot account and system concerns, explain claim outcomes clearly and empathetically, and meet service, quality, privacy, and performance targets.

Requirements

Candidates need at least two years of customer service experience and a high school diploma or equivalent; at least one year of call centre experience is strongly preferred. They must be able to work in the Toronto office three days per week and rotate shifts between 8:00 a.m. and 8:00 p.m. Eastern Time on weekdays.

Skills

Customer Service
Call Centre Support
Inbound Call Handling
Email Follow-Up
Group Benefits Support
Insurance Claims Support
Claims Explanation
Account Troubleshooting
System Navigation
Customer Communication
Empathy
First-Call Resolution
Privacy And Compliance
Quality Assurance
Schedule Adherence
Salesforce

Benefits

Comprehensive Training
Ongoing Development
Potential For Permanent Employment
Career Development Opportunities

Visa sponsorship

Not detected in the job text

Keywords

Group Benefits
Group Insurance
Insurance Claims
Customer Service
Call Centre
Inbound Calls
Email Follow-Up
Plan Member Support
Claims Processing
Coverage
Benefit Balances
Payment Amounts
Account Support
System Troubleshooting
Salesforce
High-Volume Environment
First-Call Resolution
Average Handle Time
Customer Satisfaction
Net Promoter Score
Quality Assurance
Regulatory Compliance
Privacy
Dental Claims
Health Claims
Medical Offices
Dental Offices
Schedule Adherence

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