Service Support Associate (bilingual)

TechAlliance of Southwestern Ontario, London Economic Development Corporation; Ottawa; Hybrid; CAD 42,000 - 52,000; Full time

Benefits offered by this job

Career development

Health & Wellness benefits

Volunteer day

Pension plan

Employee discounts

Job summary

Canada Life in Ottawa is seeking a Service Support Associate to back the Client Service team, handling administrative tasks, plan changes, and document production. You will liaise with plan administrators, advisors, clients and internal partners to ensure accurate and timely processing.

Fluent in English and French, highly organized with strong MS Office skills, you will deliver exceptional customer service, manage priorities, and work independently while supporting a collaborative Workplace

Qualifications

• Fluent in English and French.
• Demonstrated commitment to delivering exceptional customer service.
• Advanced proficiency in Microsoft Office applications (Word, Excel, PowerPoint, Outlook).
• Excellent organizational and time-management skills with ability to manage competing priorities.
• Strong attention to detail and accuracy.
• Effective problem-solving and critical-thinking skills.
• Ability to work independently while contributing to a collaborative team.
• Knowledge of the group benefits or insurance industry is an asset.
• Reliability Status Security Clearance – required after offer.

Responsibilities

• Serve as a liaison between clients, advisors, and internal departments to support timely resolution of inquiries and requests.
• Respond to routine client requests, including administrative updates and claims inquiries.
• Assist in implementing and processing employee benefit plan changes and updates.
• Coordinate ordering and distribution of plan-related documents.
• Support the Client Service team in preparing presentations, reports, and client materials.
• Prepare, edit, and maintain client correspondence and administration documents.
• Provide administrative support to enhance the client experience and team performance.
• Collaborate with colleagues and provide backup support as required.

Skills

Bilingual (FR/EN)

Customer service

MS Office

Time management

Attention to detail

Communication

Independent work

Benefits/insurance knowledge

Security clearance

Tools

Microsoft Office

Job description

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As a Service Support Associate, you will play an important role in supporting our Client Service team by delivering exceptional administrative and service support. In this role, you will work closely with Plan Administrators, Advisors, clients, and internal business partners to ensure the efficient administration and ongoing maintenance of employee benefits plans. Your strong customer service mindset, attention to detail, communication skills, and proficiency with Microsoft Office tools will contribute to an outstanding client experience.

What You Will Do

• Serve as a key liaison between clients, advisors, and internal head office departments to support timely resolution of inquiries and requests.
• Respond to routine client requests, including administrative updates, and claims-related inquiries.
• Assist in the implementation and processing of employee benefit plan changes and updates.
• Coordinate the ordering and distribution of employee booklets, contracts, enrolment materials, and other plan-related documents.
• Support the Client Service team in preparing presentations, reports, and client meeting materials.
• Prepare, edit, and maintain a variety of documents, including client correspondence, administration guides, census data requests, and other business communications.
• Provide administrative support that enhances the overall client experience and contributes to a high-performing Workplace Benefits team.
• Collaborate with colleagues and provide backup support across the team as required.

What You Will Bring

• Bilingualism (fluent in French and English) required, as the position will regularly serve our clients with English and French-speaking needs.
• A positive, adaptable attitude with a strong desire to learn, contribute, and continuously improve.
• Demonstrated commitment to delivering exceptional customer service.
• Advanced proficiency in Microsoft Office applications, including Word, Excel, PowerPoint, and Outlook.
• Excellent organizational and time-management skills, with the ability to manage competing priorities and meet deadlines.
• Strong attention to detail and a high degree of accuracy.
• Effective problem-solving and critical-thinking skills.
• Ability to work independently while also contributing positively to a collaborative team environment.
• Knowledge of the group benefits or insurance industry is considered an asset.
• Reliability Status Security Clearance – this can only be completed with candidates who receive an offer of employment. This is a personal security status that is required as a condition of employment before an employee can gain access to Protected B information, assets or work sites as outlined by theGovernment of Canada website. The cost of submitting these checks will be covered by Canada Life.

Why Join Us?

You will be part of a collaborative and client-focused team where your contributions directly impact the service experience of our clients and advisors. This is an excellent opportunity to develop your skills, grow your career, and contribute to a dynamic Workplace Benefits environment.

Grow with Canada Life

We’reunited by a shared purpose: to improve the financial,physicaland mental well well-beingof Canadians. Our company is trusted by 1 in 3 Canadians and contributes to the strength of communities across the country.

We’relooking for people who live our values everyday: we step up, we do the right thing, and we deliver – for our customers,communitiesand each other.Are you someone who always strives to do the right thing, who steps up for themselves and others, and who delivers with impact? Then we want to hear from you!

What we offer

We’re committed to supporting our employees through every stage of their career. Here’s what you can expect as a full-time or part-time permanent team member:

• Career Development: Opportunities for career advancement, access to industry-leading learning programs and up to$2,000 annuallytowardseducation reimbursement.
• Health & Wellness:Flexible health and dental benefits,plus a $5,000 mental health benefit to support your well-being.
• Time Off:In addition to regular vacation andpersonal days,we support communityinvolvement with avolunteer day.
• Financial Security:Company-matching pension plan,share ownership program andadditionalinvestment options.
• Rewards and Recognition:Employee recognition programs, service milestone celebrations, employee discounts and more!
• Emphasis onCommunity:We provide aworkplace whereemployeesfeel connected and supported throughEmployee Resource Groups (ERGs),mentorshipprograms,socialclubsandevents.

We’recommitted to removing barriers and ensuring equal access to employment. Applicants requiring reasonable accommodation during the application process may contact [e-mail]. All information provided will be handledin accordance withapplicable laws and Canada Life policies.

Canada Life would like to thank all applicants, however only those who qualify for an interview will be contacted.

#LI-Hybrid

Location: Ottawa, ON, CA

Career opportunities will be open a minimum of 5 business days from the date of posting, closing dates will vary depending on the search activity. All applications received will be reviewed on a rolling basis.