Client Success Specialist

Aon plc; Montreal (administrative region); Hybrid; CAD 45,000 - 65,000; Full time

Job summary

Aon is hiring a Client Success Specialist in Montreal to support the Commercial Risk division by delivering solutions and service excellence to clients. The role involves handling inquiries, processing renewals, invoices, IDs, and certificates, and coordinating with sales and brokers to ensure timely outputs.

The ideal candidate has 6+ months in insurance, strong communication skills, and fluency in French and English, with MS Office proficiency and a customer-focused mindset.

Qualifications

• 6+ months of experience in the insurance industry preferred.
• High attention to detail.
• Strong interpersonal and collaborative skills for a team environment.
• French/English bilingualism required due to client interactions in Quebec and beyond.
• Excellent oral and written communication.
• Outstanding customer service.
• Proficiency with the MS Office suite.
• Post-secondary education in an insurance-related field preferred.
• AMF license preferred or desire to obtain it.
• CAIB, CRM or CIP is an asset.

Responsibilities

• Resolve basic inquiries related to ACS service delivery and refer complex issues to senior team members.
• Identify and retrieve compliance documents for renewals, invoices, and related outputs.
• Support sales and broking teams in renewals, invoices, IDs, certificates, endorsements, and client requests.
• Collaborate with team members on unfamiliar processing transactions.
• Monitor requests via Polaris and respond promptly.
• Ensure Xpress is accurate and up-to-date for outputs.
• Coordinate with outsourced providers to ensure timely, quality outputs.
• Attach documents in the Document Management System.
• Conduct pre-renewal reviews with sales/broking to meet client expectations.
• Assist colleagues in troubleshooting client issues in ACS services.
• Contribute to special client projects with sales and broking.
• Participate in internal renewal meetings when required.

Skills

Attention to detail

Interpersonal skills

Team player

Bilingual French/English

Customer service

MS Office proficiency

Education

Insurance-related post-secondary education

Tools

MS Office

Job description

Job Title: Client Success Specialist

Role Type: Existing Vacancy

Interested in exploring something different while applying your existing insurance experience & knowledge? Thinking about joining an industry-leading, global organization for more growth? Then you won’t want to miss this opportunity to join Aon and our dynamic team In Montreal!

Applicants must be legally authorized to work in Canada. This role is not eligible for sponsorship, and we are unable to sponsor or take over sponsorship of an employment visa or work permit.

Aon is in the business of better decisions

At Aon, we shape decisions for the better to protect and enrich the lives of people around the world.

As an organization, we are united through trust as one inclusive team, and we are passionate about helping our colleagues and clients succeed.

What the day will look like

As part of an industry-leading team, you will help empower results for our clients by delivering innovative and effective solutions supporting the Commercial Risk division.

• Resolve basic inquiries associated with all aspects of Aon Client Services (ACS) service delivery (e.g. output delivery, basic invoice inquiries, etc.) and refer more complex inquiries to senior team members;
• Identify and retrieve relevant compliance documentation necessary to process renewals, invoices, and any other ACS results;
• Perform vital activities or support sales & broking teams in initiating a renewal, processing an invoice, issuing auto IDs, issuing renewal and urgent certificates, initiating endorsements and processing other client requests;
• Seek assistance from team members when confronted with unfamiliar or complex processing transactions;
• Monitor and attend to requests via Polaris that require actions promptly;
• Ensure the system of record (Xpress) is accurate and current to ensure outputs and client results will be produced according to guidelines and policy details;
• Collaborate closely and be responsive to inquiries from outsourced providers to handle and ensure the timeliness and quality of outputs;
• Upload, index or attach documents in the Document Management System;
• Perform pre-renewal account review with the sales and broking team to meet client expectations related to timelines and to ensure accuracy of results (certificates, invoices, endorsements, etc.);
• Help colleagues troubleshoot and resolve basic client issues around ACS services;
• With assistance from sales and broking, address and complete special client projects;
• Participate in internal renewal meetings where required.

How this opportunity is different

Your role as a Client Success Specialist embodies our company’s culture as Aon United, where we work as one team and where everyone is made to feel included. We are a caring and motivated team. Our focus is making sure our internal and external clients, as well as prospective clients, are being provided the utmost excellent and precise service, along with inheriting excellent relationships and bonds as we work closely with them in providing knowledge, professionalism and expertise.

Finding a balance between personal growth and well-being is important to us. We provide our colleagues with empowering tools and training to build their skills and encourage them in growth opportunities.

Skills and experience that will lead to success

• 6 + months of experience in the insurance industry is preferred;
• High attention to detail;
• Developed interpersonal and collaborative skills, with the ability to work in a team environment;
• French / English bilingualism is required due to the frequent interactions with clients, colleagues, or partners based in Quebec, other Canadian provinces and/or internationally.
• Excellent oral and written communication skills
• Outstanding customer service;
• Proficiency with the MS Office suite.
• Post-secondary education in an insurance-related field or equivalent years of office experience is preferred;
• AMF license preferred or desire to obtain it;
• Working towards CAIB, CRM or CIP is considered an asset

Aon is not accepting unsolicited resumes from search firms for this position. If you are a search firm, you will not be compensated in any way for your submission of a candidate, even if Aon hires that candidate.

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