- 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.
