Senior Customer Care Team Lead — Insurance

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

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.