Coordinator, Customer Care Team

AGA inc.; Montreal; On-site; CAD 85,000 - 110,000; Full time

Job summary

AGA Benefit Solutions in Montreal seeks an experienced Customer Care Team Lead to ensure smooth operation, high service quality, and customer satisfaction. The role emphasizes guiding inquiries, resolving escalated cases, and coordinating team schedules with internal stakeholders.

The ideal candidate brings at least 8 years in group insurance, superb customer service, strong organization, and fluency in English and French, with solid MS Office skills. Accommodations are available if needed.

Qualifications

• Minimum 8 years of experience in group insurance.
• Outstanding customer service focus and quality.
• Strong organizational and handling skills with accountability.
• Excellent command of English and French, both written and spoken.
• Proficiency with Microsoft Office suite and confidentiality principles.

Responsibilities

• Act as the primary resource for the Customer Care Team and internal stakeholders, guiding inquiries and resolving complex cases.
• Participate in training of new team members and ongoing team development.
• Support quality management by assisting auditors and addressing non-compliances.
• Organize team schedules, monitor call times, and ensure timely contact with customers.
• Lead process improvements and update procedures in collaboration with insurers and internal teams.
• Prepare and communicate updates on new practices and information to the team.

Skills

Customer service

Leadership

Organizational skills

Microsoft Office

Bilingual English/French

Tools

Microsoft Office

Job description

With its expanding activities, AGA Benefit Solutions offers new employment prospects for professionals with high career aspirations. If you are seeking flexibility, freedom and challenges, this position is made for you!

Our firm is committed to its employees and welcomes all new candidates in a respectful manner consistent with an excellent work environment. Discover why working at AGA Benefit Solutions is so rewarding by visiting our Career page .

Your mandate will consist in:

Your mandate will be to be mainly responsible for ensuring the smooth and efficient operation of the Customer Care Team while maintaining high standards of service quality and customer satisfaction. Read onto discover the skills and qualifications needed to succeed at AGA!

Your main tasks will include:

• Act as the primary point of contact and key resource for the Customer Care Teamand internal stakeholders, including advisors and other colleagues. Provide guidance and support by addressing inquiries related to customer service matters, internal procedures, claims issues, and other operational concerns. Take ownership of complex or escalated cases referred by advisors, ensuring timely follow-up, effective resolution, and a high standard of service;
• Participate in new service team members training in cooperation with the trainer and contribute to continuous training of team members;
• Contribute to customer service quality management, by supporting auditors as needed or addressing non-compliances;
• Organize support within the team, including by coordinating time schedules for taking calls at the call centre (considering vacations, scheduled and casual absences and employee meetings, external support), interact daily with agents when waiting time is too long and answer calls as needed;
• Manage processing times for customer service with respect to the processing of email requests;
• Validate and regularly update procedures affecting customer service with the different insurers, set up internal procedures, list them in the knowledge base and communicate them to the Agents or other persons concerned;
• Take part in tests further to the implementation of new work tools at AGA +PLUS team or further to the enhancement of these tools;
• Communicate to customer service any new practice or general information (e.g., new group, reminder regarding a procedure) relevant to the operations and any other business sector as applicable;
• Manage all department activities with members and administrators, ensure effective work methods, enforce procedures and implement what is requested;
• Handle customer complaints, i.e., contact customers to understand the situation and find a solution, write decision letters if applicable, in cooperation with the Assistant Director;
• Compile call centre statistics;
• Plan, organize and actively participate in team meetings (always add a small comment, announce a guideline, a reminder, etc.);
• As needed, take part in new group implementation meetings;
• Greet customers who arrive at the reception desk;
• Perform any other related duties as requested by the supervisor.

Qualifications required:

• Minimum 8 years of experience in group insurance;
• Strong focus on outstanding customer service;
• Strong organizational and handling skills;
• Well-developed sense of accountability;
• Excellent command of English and French, written and spoken;
• Good knowledge of Microsoft Office suite;
• Ability to protect confidential information;
• Versatility and leadership;
• Flexibility, resourcefulness and strong ability to work independently;
• Attention to detail and thoroughness.

Are you inquisitive, self-reliant and unafraid of the unknown?

*AGA welcomes and encourages applications from people with disabilities. Accommodations are available on request for candidates taking part in all aspects of the selection process.

*At AGA, no artificial intelligence or automated systems are used to pre-screen, assess, or select applications. All applications are reviewed by our Employee Experience team . In addition, candidates who have participated in an interview will be notified of the hiring decision within a maximum of 45 days following their final interview . AGA is committed to maintaining a transparent, fair, and legally compliant recruitment process.

Are you currently employed by AGA?
Internal candidates must submit their application directly to Human Resources and not through the careers site.