Client & Program Manager

Community Housing Coverage Inc.; Vancouver; Hybrid; CAD 80,000 - 101,000; Full time

Job summary

A non-profit housing organization in Metro Vancouver is seeking a Client & Program Manager to support non-profit housing providers in their insurance program. The role requires 3-4 years of experience in insurance and strong communication skills. You will manage member inquiries, coordinate with brokers, and maintain data accuracy. A supportive team culture, competitive salary, and hybrid work model are offered along with various benefits, including flexible hours and RRSP matching.

Benefits

Flexible hours

3% RRSP matching

20 days vacation start

Extended health and dental care coverage

Basic life insurance

2-week winter office closure

Birthday Off

Qualifications

• 3–4 years of experience in insurance customer service or related fields.
• Understanding of core insurance concepts like property and liability.
• Comfortable with claims handling processes and broker workflows.

Responsibilities

• Serve as the first point of contact for member inquiries related to the CHC insurance program.
• Collaborate closely with CHC’s external brokerage to route member requests appropriately.
• Maintain accurate member, coverage, and claims data across internal systems.

Skills

Customer empathy

Excellent communication

Relationship-building abilities

Task management

Proactive approach

Education

Post-secondary education in business, insurance, or related discipline

Tools

CRM systems

Database administration

Job description

An exciting opportunity is available for a Client & Program Manager– to join our growing team.

WHO WE ARE

Community Housing Coverage (CHC), a wholly owned subsidiary of BC Non‑Profit Housing Association, delivers a sector‑owned insurance program designed to support the long‑term sustainability of non‑profit housing providers. Through a reciprocal, self‑insurance model, CHC pools resources, shares risk, and reinvests in the community. HUB International is the broker partner for CHC’s program, responsible for negotiating carrier relationships and managing sales distribution.

The affordable housing sector includes non‑profit, and Indigenous housing providers that offer safe, stable, and affordable homes to people with low to moderate incomes—such as seniors, families, newcomers, and individuals facing systemic barriers. CHC’s work is rooted in a deep commitment to equity, resilience, and the long‑term viability of community housing across British Columbia.

YOUR NEW ROLE

The Client & Program Manager supports non‑profit housing providers participating in the CHC insurance program. This role is a strong fit for an early‑career insurance professional who enjoys helping clients navigate policy information, renewal timelines, and claims processes.

Working closely with CHC’s brokerage and insurance partners, the successful candidate coordinates communication, maintains accurate member information, and ensures that providers receive timely and reliable support throughout their participation in the program.

This role is ideal for someone with 3–4 years of insurance experience (brokerage service, claims coordination, or underwriting support) who wants to apply their skills in a mission‑driven, community‑focused setting.

WHAT YOU WILL DO

Member Support & Communication

• Serve as the first point of contact for member inquiries related to the CHC insurance program
• Provide clear and accessible explanations of policy structure, deductibles, program participation, and renewal steps
• Guide members through the claims intake and reporting process, ensuring brokers and adjusters receive required documentation
• Maintain timely and professional response standards for all member interactions
• Track open cases, questions, and follow‑ups through to resolution.

Brokerage & Partner Coordination

• Collaborate closely with CHC’s external brokerage to route member requests appropriately
• Facilitate the distribution of policy documents, certificates, endorsements, and renewal packages
• Escalate member concerns requiring broker or underwriting involvement
• Help align service expectations between CHC, its broker partners, and participating members

Program & Operational Support

• Maintain accurate member, coverage, and claims data across internal systems
• Document patterns in questions or support needs to inform resource development (e.g., FAQs or guides)
• Assist in collecting and organizing information needed for renewals and annual program processes
• Support internal reporting activities, including trend observations and service insights
• Identify opportunities for process improvement and surface them to leadership

Collaboration & Sector Engagement

• Work closely with other CHC support roles to ensure seamless member service delivery
• Provide backup coverage during staff absences to maintain continuity of service
• Represent CHC at conferences and sector events, including staffing booths and engaging with attendees
• Demonstrate commitment to continuous learning and staying current on sector and insurance developments

Note: This position does not quote, sell, bind, or remarket insurance. All licensed functions remain with CHC’s brokerage partners.

WHAT YOU'LL NEED TO SUCCEED

Education requirements

• Post‑secondary education in business, insurance, risk management, public administration, or related discipline — or equivalent relevant experience

Experience requirements

• 3–4 years of experience in insurance customer service, commercial lines support, claims assistance, or underwriting support
• Familiarity with broker workflows, policy cycles, and claims handling processes
• Experience working with property and liability insurance is an asset

Technical skills

• Understanding of core insurance concepts (property, liability, deductibles, claims)
• Strong documentation, task management, and follow‑through
• Comfort navigating CRM, policy admin, or database systems
• Ability to synthesize information and communicate it plainly to non‑technical audiences

Licensing

• RIBO/OTL/Level 1–2 license is an asset but not required
• Willingness to pursue licensing is encouraged

Soft Skills

• Excellent communicator with strong customer empathy and relationship‑building abilities with a demonstrated ability to explain complex information clearly and accessibly
• Comfortable supporting clients over the phone and in person
• Organized and detail‑oriented, with the ability to manage multiple priorities
• Collaborative, accountable, and proactive
• Alignment with CHC’s mission to support the non‑profit housing community

SUPERVISORY RESPONSIBILITY

N/A.

WHAT WE OFFER

The salary range for this position is $80,400 to 100,500 annually, and it will be determined based on the candidate’s skills, experience, and qualifications

At CHC, we value what you bring to the team. Here’s a little of what you’ll get:

• Flexible hours to give you space to think and innovate.
• 3% RRSP matching.
• Vacation allotment starts at 20 days and increases with tenure.
• Premium coverage on extended health, dental care.
• Basic life insurance.
• 2‑week winter office closure (in addition to vacation days).
• Birthday Off
• Hybrid work model (minimum 3 days in‑office per week)
• A supportive, team‑oriented culture where we lift each other up

ADDITIONAL INFORMATION

• No sales, prospecting, or commission activities required — this position is strictly service and program support
• Travel within British Columbia may be required
• Occasional evenings/weekends for sector events
• Hybrid or remote‑flex work arrangements may be available depending on operational needs

WHAT YOU NEED TO DO NOW

1. Visit the Housing Job Match portal: Go to Housing Job Match and create an account if you don’t already have one.
2. Complete your profile: Ensure your profile is up to date with your resume, cover letter, and any relevant information about your skills and experience.
3. Search for our job posting: Use the search bar to find the job posting by entering the job title: Client & Program Manager or search by our organization, CHC.
4. Submit your application: Once you’ve located the job posting, click “Apply Now” and follow the instructions to submit your application through the portal.
5. Track your application: You can log into your Housing Job Match account at any time to track the status of your application.

We look forward to reviewing your application!

Community Housing Coverage is equal opportunity employer that considers organizational diversity in our hiring. We are located on the unceded territories of the Skwxwú7mesh (Squamish), Səl̓ílwətaʔ (Tsleil‑Waututh), xʷməθkʷəy̓əm (Musqueam) peoples. Our work takes place throughout the ancestral lands and the many unceded territories of over 200 distinct First Nations in British Columbia.