Service Representative

AGA Financial Group inc.; Montreal (administrative region); On-site; CAD 62,000 - 77,000; Full time

Job summary

AGA Benefit Solutions in Montreal is seeking a dedicated professional to manage customer service for group insurance plan administrators. You will be the primary contact, ensuring timely, accurate responses and high-quality service delivery in both official languages.

The role requires at least 5 years of group insurance experience, a college diploma, and fluency in English and French. Travel may be required, with a valid driver's license considered an asset.

Qualifications

• Minimum 5 years of experience in group insurance or equivalent.
• Fluent in English and French, both written and spoken.

Responsibilities

• Handle calls and email inquiries from employers regarding complex, urgent, or problematic cases and resolve issues.
• Support advisors with follow-up actions and address requests to resolve problem cases.
• Coordinate responses and case management with Plan Administrator Service Representatives.
• Present AGA's products and services to clients and support the sales process.
• Prepare service reports and ensure appropriate follow-up.
• Explain plan changes and procedures to plan members and answer questions.
• Conduct courtesy visits to maintain client relationships and build partnerships.
• Lead or support implementation of new group plans and coordinate activities among stakeholders.
• Prepare and conduct group onboarding sessions, virtually or in person.
• Participate in client satisfaction surveys after new group plan implementation.
• Review and validate contracts, benefit booklets, and policy amendments.
• Gather market intelligence on industry methods, products and procedures.
• Participate in training sessions as attendee, facilitator, or SME.
• Perform other duties as assigned.

Skills

Customer service

Bilingual English/French

Communication skills

Time management

Microsoft Office

Education

Diploma of college studies

Tools

Microsoft Office

Job description

Annual salary $61,562 – $76,953 (before bonus)

Minimum 5 years of experience

Group insurance licence

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 ourCareer page .

Your mandate will consist in:

Your mandate will consist of managing customer service for group insurance plan administrators. In this role, you will serve as the primary point of contact, ensuring a high standard of service delivery and effectively responding to their needs. Below, you will find the skills and qualifications required to succeed and contribute to the continued excellence of the AGA team.

Your main tasks will include:

• Handle calls and email inquiries from employers regarding complex, urgent, or problematic cases, answer questions, and take the necessary steps to resolve issues.
• Support advisors by carrying out the required follow‑up actions and making appropriate decisions to address requests and resolve problem cases.
• Coordinate responses and case management with the Plan Administrator Service Representatives.
• Present AGA'sproducts and services to clients and support the sales process.
• Prepare service reports, present them to clients, and ensure appropriate follow‑up.
• Explain plan changes, claims procedures, and the member portal to plan members, and answer their questions.
• Conduct courtesy visits to maintain strong client relationships, build long‑term business partnerships, and provide support in resolving issues.
• Lead or support the implementation of new group plans and coordinate activities among all stakeholders.
• Prepare and conduct group onboarding sessions, either virtually or in person.
• Conduct client satisfaction surveys following the implementation of a new group plan.
• Review and validate contracts, benefit booklets, and policy amendments.
• Gather information on industry methods, products, procedures, and other market intelligence.
• Participate in training sessions as an attendee, facilitator, or subject matter expert.
• Perform any other related duties as assigned by the supervisor.

Qualifications required:

• Diploma of college studies
• Minimum 5years of experience in group insurance (or equivalent)
• Group insurance licence (an asset)
• Valid driver’s licence and owning a vehicle for travel (an asset)
• Customer service experience (major asset)
• Excellent command of written and spoken English and French Fluency in both languages is essential to analyze and understand contractual documents, benefit booklets, and communications from internal and external sources, which may be written in either language. It is also necessary to provide telephone and email support to English‑speaking clients across Canada and to collaborate effectively with colleagues located outside the province
• Good knowledge of Microsoft Office suite;
• Ability to protect confidential information;
• Flexibility and organizational skills;
• Versatility, resourcefulness and ability to work independently;
• Well‑developed sense of accountability.

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.