Customer Relations Officer (Full-Time)

Global Excel; Sherbrooke; On-site; CAD 60,000 - 80,000; Full time

Job summary

A leading service provider in Sherbrooke is seeking a Customer Relations Officer to enhance customer experiences by managing claim decision appeals and complaints. This role requires strong analytical skills and excellent communication abilities in English, with French considered an asset. The ideal candidate should possess 3-5 years of customer service experience and demonstrate professionalism in handling high-profile cases. Join us to contribute to continuous improvement initiatives while enjoying a competitive compensation and benefits package.

Benefits

Competitive compensation package

Performance bonus

Educational financial assistance

RRSP Match program

Health and wellness initiatives

Employee engagement programs

Qualifications

• 3-5 years of experience in customer service preferred.
• Benefits or claims assessment experience is an asset.
• Autonomous and detail-oriented.

Responsibilities

• Conduct a detailed, unbiased review of initial claims.
• Manage high-profile cases and analyze complex customer service issues.
• Support operational continuous improvement.

Skills

Excellent verbal and written communication skills in English

Strong analytical and decision-making skills

Excellent interpersonal skills, judgment and professionalism

Education

College diploma or equivalent

Job description

Job Description

Do you like to use your good judgment to resolve issues? The next Customer Relations Officer will optimize customer experience through the management and resolution of claim decision appeals and/or complaints submitted by our clients or corporate clients.

What does your typical day look like?

• Conduct a detailed, unbiased review of the initial claim while considering the merits of the correspondence submitted to render a decision for the claimant;
• Communicate with claimants as required;
• Develop understanding of Global Excel’s operational processes in relation to many types of service offerings (e.g.: med, non-med, P&C);
• Interact with other operational teams to request input on a claim or to request action be taken;
• Manage high-profile cases and analyze complex customer service issues;
• Support operational continuous improvement through systematic tracking and distribution of areas to improve our processes;
• In coordination with account management, request escalation of claims to our Corporate Clients for additional consideration as appropriate.

What skills and training do you need?

• College diploma or equivalent;
• Excellent verbal and written communication skills in English required. French language skills would be considered an asset;
• 3-5 years of experience in customer service preferred;
• Benefits or claims assessment experience is an asset;
• Strong analytical and decision‑making skills;
• Autonomous and detail oriented;
• Excellent interpersonal skills, judgment and professionalism.

If you're ready to take the next step in your career, apply today and make an impact!

When you apply:

If you require assistance or accommodation during our recruitment process, please notify Human Resources so that we can review and consider how we may be able to assist you based on your individual needs.

We offer you

• Global Excel offers more than a position;
• We offer a competitive compensation package that includes a base salary, performance bonus and an extensive benefits package;
• A professional future with opportunities for development, growth, and advancement;
• RRSP Match program;
• Financial assistance to employees who wish to continue their education;
• Work/life balance, health and wellness initiatives including an excellent EAP program;
• Employee engagement programs that focus on fitness, food, and fun.

To get a taste of the Global Excel life and for more information on our company, visit our Facebook page and website: