Senior Customer Service Analyst

CA001 Marsh Canada Limited; Montreal; Hybrid; CAD 50,000 - 70,000; Full time

Job summary

A leading insurance broker in Montreal is seeking a Senior Client Service Representative. This hybrid role involves managing client inquiries, processing applications, and ensuring excellent service delivery. The ideal candidate has a college degree, a valid insurance license, and 1-2 years in insurance. Join our inclusive culture that supports professional growth and development.

Benefits

Professional development opportunities

Inclusive workplace culture

Qualifications

• 1-2 years experience in personal or commercial insurance or in the financial sector.
• Experience in a Service Centre environment.
• Ability to work efficiently in a fast-paced environment.

Responsibilities

• Manage client requests and inquiries through various communication channels.
• Process new business/renewal applications accurately and timely.
• Collaborate with colleagues to identify process improvements.

Skills

Customer service orientation

Strong communication skills

Organizational skills

Interpersonal skills

Bilingual in English and French

Education

College or university degree or equivalent work experience

RIBO or Broker’s license (AMF - QC)

Tools

Microsoft Office (Outlook, Word, Excel)

Job description

Description :

Marsh Canada is seeking a Senior Client Service Representative for our Montreal or Toronto office.

As a Senior Client Service Representative, you will be the first point of contact for our prestigious clients within our various commercial insurance programs, responsible for managing their diverse servicing needs.

This is a hybrid role that requires being in the office at least 3 days a week.

We will count on you to :

• Manage client requests and inquiries through various communication channels (telephony, centralized email inboxes, etc.) in a prompt and professional manner.
• Manage and process transactions including issuance of Auto ID Cards, Certificates of Insurance, Invoicing, resolving accounting discrepancies, receivables, including sending documentation to appropriate parties.
• Process new business / renewal applications and submissions accurately and in a timely manner, following carrier guidelines and professional standards.
• Collaborate with colleagues across functions and leadership to identify and propose process improvements to streamline operations, gain efficiencies, and enhance customer experience.
• Analyze existing coverages, assess client needs, counsel clients, and recommend coverages, while identifying cross-sell opportunities.
• Manage claims reporting, documenting details professionally and empathetically, and submit to carriers in a timely manner following their standard processes.
• Contribute to achieving Service Level Agreements (SLA), Key Performance Indicators (KPI), and business objectives.
• Be proactive and adaptable; prioritize tasks effectively, collaborate across programs, and balance workload to meet client needs.
• Build and maintain strong relationships with internal and external stakeholders.
• Ensure exceptional client experience and service delivery.
• Take ownership of personal development and professional growth by proactively enhancing your knowledge and skills.

What we’re looking for :

• College or university degree or equivalent work experience.
• RIBO license, Personal lines or Commercial Insurance Broker’s license (AMF - QC).
• 1-2 years of experience in personal or commercial insurance or in the financial sector.
• Experience working in a Service Centre environment.
• Ability to work efficiently in a fast-paced environment.
• Dedicated to providing exceptional customer service.
• Strong oral and written communication skills.
• Excellent organizational skills with the ability to prioritize and meet deadlines.
• Interpersonal skills to work within a team and with multiple stakeholders.
• Proficiency in Microsoft Office tools (Outlook, Word, Excel).
• Bilingual in English and French, with clear and concise communication skills.

What makes you stand out :

• Commercial insurance licenses in multiple provinces.
• Progress towards CAIB or CIP / PAA (Quebec) certifications is an asset.

Why join our team :

• We support your professional development through opportunities, interesting work, and supportive leadership.
• We promote a vibrant, inclusive culture where you can collaborate with talented colleagues and make an impact.
• Our scale offers diverse career opportunities, benefits, and rewards to support your well-being.

Marsh, a part of Marsh McLennan (NYSE: MMC), is the world’s leading insurance broker and risk advisor. Marsh McLennan operates globally, advising clients across risk, strategy, and human capital in 130 countries with over 90,000 colleagues. With annual revenues of $24 billion, we help clients thrive through the power of perspective. For more information, visit marsh.com or follow us on LinkedIn and X. Marsh McLennan is committed to a diverse, inclusive, and flexible work environment, embracing diversity across age, background, disability, ethnicity, gender, and more. We provide accommodations for individuals with disabilities upon request. Our hybrid work model includes remote work and in-office collaboration, with at least three days per week in the office, including designated 'anchor days'.