About Sterling Brokers
Sterling Brokers is disrupting the Group Benefits and Retirement landscape in Canada through our innovative application, integrating with the largest insurance carriers in Canada and global HRIS platforms, to administer a streamlined solution. We are the largest independently owned and operated Third Party Administrator (TPA) and Broker in Canada, and 4th largest overall. Established in 2014, SCB is growing rapidly and looking for talented individuals to join our team.
About the role
The Bi-lingual Client Service Specialist (Group Benefits) plays a crucial role in the client lifecycle at Sterling Brokers. This role provides front line support and client care to new and existing clients with group benefits managed through Sterling Capital Brokers. This role will provide both day-to-day support for inquiries and escalations, while also collaborating closely with partner teams in Account Management and Implementation. This role requires a strong affinity for customer success and client service to be successful.
This role is fully remote and we are seeking candidates who are excited about remote work and make efforts to build relationships with their team remotely.
What you'll do
Sterling is a rapidly growing and evolving business, but you can expect your day to involve the following projects and initiatives:
- Providing a best-in-class service experience to the SCB book of clients and plan members
- Supporting day-to-day inquiries and escalations from your clients and members
- Answering questions about benefit coverage, claims processes, registration, and insurance carrier rules
- Supporting escalations from clients and members to ensure a swift resolution
- Participating as an active member of our CSS Team which meets daily to ensure alignment on priorities and support any issues that arise day to day
- Contributing to cross-functional initiatives to innovate and improve our client journey, SCB products, and other improvement initiatives
- Other duties as assigned
Qualifications
- 3+ years of experience in the Group Benefits Industry (e.g. working with an insurance carrier, Third Party Administrator, in Human Resources, etc)
- 3+ years experience in Account Management, Client Services, or Customer Success
- LQP, GBA or CEBs designations are an asset
- Passionate about remote work and building relationships virtually
- Experience with MS Office Suite is required (particularly Excel)
- Comfort with a wide range of web applications (e.g. Salesforce, Zendesk, Monday.com)
- Ability to prioritize tasks efficiently
- Strong time management skills with an ability to hit deadlines as required
- Prefer fast-paced environments with the ability to learn and grow
- French Bilingual fluency is an asset